Senior Program Manager, Ambassador Resource Ctr, Tele-Experience- US Patient Services

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. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

Purpose:

The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.  The Senior Program Manager, Ambassador Resource Specialist team reports to the Associate Director, and is responsible for identifying, creating, and implementing practical solutions which drive performance through the Patient Support Services programs for Immunology, Specialty, and Oncology.  The Senior Program Manager serves as a key leader, responsible for managing and providing operational and patient experience guidance to Ambassador Resource Specialist functions within the Tele-Experience organization.  

Responsibilities:

New Product and Initiative Launches

• Involved in the development of operational support for care model launches and initiatives
• Develop operational plan to implement care model launches and initiatives.  
• Project management and oversight of new initiatives and program drug launches.
• Call guide development and design.
• Review campaign call flows for new brands and conduct UAT testing.
• Facilitates and implements new omnichannel technology ( SMS TEXT, Video Conference).

Liaison With Key Business Partners

• Partners with training to develop content for current and future programs.
• Develops and design pilot programs to enhance the patient experience or improve operational process.
• Work Force Management  planning.
• Platform SME (I engage)

Run the Business:

• Primary day to day point of contact for Vendor pr