Company Description
AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com.
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Job Description
This role can be based in any state or city in the United States.
This position is responsible for providing high volume call center support and best in class customer service to patients and health care providers. This role will be responsible for educating patients on the enrollment process, handling status inquiries along with scheduling deliveries. This position uses the core CRM system to manage workload, perform activities and route work to other members of the team.
- Provide subject matter expertise of program requirements and application status while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit.
- As the initial point of contact for patients and HCPs that we support, guide callers through the application process to determine resolution of inquiry.
- Ensure correct information or direct the call to the appropriate team member while maintaining a high level of professionalism.
- Provide typed documentation of all communications received from calls and provide notification of any urgent orders, shipping-related issues, and any errors, complaints, or adverse drug events to the appropriate party or system.
- Identify potential Adverse Event situations for reporting to Pharmacovigilance ensuring AbbVie meets FDA regulations.
- Meet performance standards in alignment with predefined metrics.
- Complete all required training in order to perform all functions in the position e.g., soft skills certification along with program overviews.
Qualifications
- High School Diploma or GED required. Associate or College Degree Preferred.
- Previous experience in a call center environment, healthcare office, corporate setting, or healthcare insurance provider or pharmacy is highly desirable.
- Understanding and knowledge of commercial and major medical insurance programs, billing requirements, healthcare benefit investigation processes, prior authorization, and appeal filings.
- Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid, and alternate funding resources.
- Demonstrated organization and problem-solving skills to handle patient conversations, identify issues, and address needs.
- Must have comfort level with utilizing multiple applications while capturing case information.
- Proficient with Microsoft Office Program Suite and Lotus Notes Suite including Excel, Word, Outlook, and SharePoint.
- Ability to maintain professional communication skills and an understanding of how to maintain a courteous attitude toward customers and fellow employees.
- Requires critical thinking skills, analytical skills, and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service, and interpersonal skills.
- Must be able to take appropriate action in a stressful environment.
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
- The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
- We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k) to eligible employees.
- This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html.
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
Salary: $22.1 - $39.9
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