Senior Manager, Patient Services Quality Systems

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. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Purpose Statement:

The Senior Manager reports into the Director of Quality & Compliance, AbbVie Patient Services. This role is responsible for supporting the established Quality Management System, elements of our compliance framework and ensuring our patient support programs are performing to established quality and patient experience MPIs.   The Senior Manager will work cross-functionally to implement and oversee a formal document management system inclusive of policies and procedures, compliance training plans, as well as support all of AbbVie Patient Services with gathering and reporting upon patient experience and insights of established care model(s). This role is also responsible to maintain a culture of excellence to ensure a superior experience for partners and patients that will deliver desired outcomes and enable timely, informed decisions.  

Major Responsibilities:

·        Owning of APS Knowledge Management (Policies, Processes and Procedures) and ensuring that all are current and effective, translated to PSP Expert Course for learner execution.

·        Own Annual training plan for APS and lead the training governance meeting. Including ensure based on functional area, appropriate training is assigned. This includes ALC, Compliance Wire and LERN.

·        Own Patient Experience and Insights process and be accountable to lead the discussions/presentations into APS steering team, management review, and brand team meetings.

·        Ownership of APS Action Planning Program, including system, procedure and work-slow within the ALI platform. Responsible for measurement of action plans and tracking of trends to prevent re-occurrence

·        Ownership and execution if required of APS Product Recall Process.

·        Ownership of Creon Nutritional Program, including execution of review board with legal and medical affairs for selection or sunset of product based on patient needs and nutritional value of supplements. This includes full inventory management (2.5M budget), supply chain and contract execution with supplement vendor.

·        Business System Co-Owner of AERT (Adverse Event Reporting Tool), including execution of governance team that includes PPS, PQ and BTS that ensure we compliant with safety reporting requirements across all patient’s services vendor partner or specialist that report safety events.

·        Ownership of Quality Skills Criteria, including roll-out, execution, reporting and continuous improvement of process.

·        Provides oversight for the development and maintenance of quality programs, systems, processes, and procedures that ensure compliance with policies and that the performance and quality of services conform to established internal and external standards and guidelines

·        Operate as a key leader in our quality efforts and be the champion of establishing the environment of continuous improvement. Work to integrate the quality system into all that we do, including project management, metrics, and performance review process.

·        Stakeholder Management: Build cross-functional relationships to ensure end to end quality and manage risk. Responsible for engaging existing APS partners, identifying new partners, providing awareness to key programs, set expectations, influence decisions, and maintain good relationships. Increase awareness and knowledge within the business on quality standards and expectations.

·        Liaison and Relationship Building: Builds collaborative relationships. Interacts well with diverse groups across business and technology functions and maintains strong working relationships with internal and external collaborators.

·        Culture: Consistently demonstrate Abbvie's Ways of Working and Leadership Attributes including an enterprise mindset and people leadership. Understand and execute AbbVie's vision, goals, and strategies.   This role has responsibility for the performance and results strategically important functions.

Significant Work Activities -Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Qualifications:

·        Position requires BS degree in a science related area.

·        5+ years of Quality Systems experience within the pharmaceutical industry with some leadership experience and a demonstrated understanding of relevant regulations and standard operating procedures.

·        This role requires strong organizational, strategic thinking, analytical and reporting skills, and strong understanding of the patient services and pharmaceutical business.

·        Requires an in-depth understanding of the pharmaceutical patient centricity, customer service oriented, and quality systems.

·        The position requires human relations and administrative skills necessary to establish and maintain effective working relationships with team members, co-leaders and senior leadership in Commercial, Business Technology Services, Legal, OEC, Manufacturing Operations, Global Medical Affairs, Promotions, Brand teams, and Global Patient Services.

·        The individual must possess sound judgment in evaluating and establishing compliance strategic plans as well as in day-to-day situations.

·        Conflict resolution skills including persuasive management techniques required.  

·        Excellent verbal, written, presentation and interpersonal skills required. Ability to communicate concepts and problems in terms that are understandable to all levels of the organization, including senior leadership.

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. ​

• This job is eligible to participate in our long-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 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.