Coordinator I, Patient Care

Company Description

About AbbVie

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at  www.abbvie.com . Follow @abbvie on  LinkedIn,   Facebook ,  Instagram ,  X  and  YouTube.

Job Description

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

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 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