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About AbbVie

AbbVie’s mission is to discover and deliver innovative medicines 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, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Senior Program Manager, Patient Engagement & Quality

Lake County, Illinois Req ID 2204746 Category Marketing Division AbbVie

The AbbVie Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. The Senior Program Manager, Triage Specialist Team reports to the Associate Director of Patient Engagement and is responsible for the performance management, daily quality, and oversight of vendor partners executing customer experiences in support of AbbVie Patient Services programs. The Senior Program Manager will be responsible for ensuring a high level of patient service and experience and drive team’s production to exceed KPIs and other performance metrics. The Senior Program Manager is the primary liaison and manages relationships with strategic vendor partners.  This role serves as a key leader, responsible for managing and providing guidance for patient experience and oversight of functions and initiatives related to enhancing patient engagement across supported brands.  


Major Responsibilities: List of to 10 main responsibilities for the job


  • Manages and oversees vendor partners and internal staff, ensuring team resources are achieving or exceeding all performance measurements and KPIs
  • Helps define patient experience and provides day to day oversight for quality assurance monitoring, compliance
  • Owns the development and delivery of action plans and insights and presents patient experience performance results and trends to direct manager and other members of management. 
  • Identifies opportunities to improve patient experience through interaction quality monitoring, survey analysis, or any other appropriate means, understanding business challenges, responding with relevant quality and patient experience solutions, and delivering a consistent industry leading customer experience for Patient Support programs. 
  • Consults with training resources (internal/external) to ensure new and existing patient facing team members are knowledgeable on brand program and services available, procedural updates, and address performance issues by providing direction on the development of new and enhanced training curriculum, workshops, and materials to provide an exceptional patient experience.
  • Participates in calibration and monitoring sessions acting as needed to ensure program compliance, agent program knowledge, and patient experience and performance and quality KPI’s are achieved.
  • Understands and is the subject matter expert for the patient journey for each brand.  Based on opportunities identified through program design and call monitoring develops recommendations on call guides and call campaigns to support business initiatives Partners with key stakeholders and leadership team to design, enhance, and develop the patient experience for all brand IVR and call guides.
  • Fosters a strong customer advocacy focused environment. Help maintain a well-trained, highly skilled staff with emphasis on quality customer service, retention and proactive service that exceeds ever changing, increasingly complex customer demands
  • Responsible for identifying, creating, and implementing practical solutions which drive performance through the Patient Support programs.  The Senior Program Manager serves as a key leader, responsible for managing and providing tactical guidance for the Triage function within the Patient Engagement organization.   
  • Directs analytics team in primary research projects associated with assessing Triage Specialist programs.
  • Position requires BS degree in a related area.
  • 7+ years of experience leading a customer success team or professional services operation
  • 5+ years of experience supporting outsourced vendor customer service operations including partnerships with international vendors
  • Demonstrated knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
  • The role requires strong organizational skills, strategic thinking, project management leadership skills, and strong understanding of patient services business areas.
  • Ability to create, develop, and implement project plans in a fast-paced environment· Ability to clearly communicate complex and technical tasks, both written and orally.
  • Proven ability to negotiate in order to achieve win-win business outcome
  • Proven ability to provide strategic direction and to support the execution of high-level customer service-related strategies
  • Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.


Key AbbVie Competencies:

  • Demonstrated ability to coordinate a cross-functional team in order to achieve business objectives
  • Demonstrated ability to influence others in organizations who do not have reporting linkages
  • Ability to manage multiple projects at the same time and assure completion by due dates
  • Ability to clearly communicate complex and technical tasks, both written and orally.
  • Demonstrated ability to manage projects and deliver results based on tight timelines
  • Demonstrated history of developing programs that are customer-centric

Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives

Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)Keyboard use (greater or equal to 50% of the workday)
Travel: Yes, 15 % of the Time
Job Type: Experienced
Schedule: Full-time

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