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.

Responsibilities

• Provide subject matter expertise of program requirements 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 HCP’s that we support guide callers through the refill process to determine resolution of inquiry
• Ensure correct information or directs the call to the appropriate team member while maintaining a high level of professionalism
• Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or adverse drug events to the appropriate party or system
• Identifies potential Adverse Event situations for reporting to Pharmacovigilence ensuring
  AbbVie meets FDA regulations
• Meet performance standards in alignment with predefined metrics
• Completes all required training in order to perform all functions in the position e.g., soft skills certification along with program overviews

• 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

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 roleat  the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors  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 isearned,  vested,  and determinable. The amount and availability of  any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable 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 absolutediscretion,  consistent with applicable law. ​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

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