Associate Director, Patient Services Business Design

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

AbbVie Patient Services is an industry-leading organization, providing unparalleled patient support resulting in superior patient satisfaction. The Associate Director, Patient Services Business Design, serves as a strategic bridge between business vision and operational execution. Reporting to the Director, Business Design, the role operates within the Patient Services Business Design team, applying business architecture principles to translate organizational strategy into actionable capabilities, processes, and roadmaps — enabling people, processes and technology to meet present and future needs of the patient. This individual will work closely with key stakeholders to define the end-to-end business process of our patient support programs ensuring alignment of business objectives, while looking for opportunities to optimize the current state, overcome challenges, drive consistency, and efficiencies in speed to market.

To be successful, this person will have a strong business acumen to enable collaboration across stakeholders, while leading cross functionally to support the strategy. In addition to being highly collaborative, they must have strong written and oral communication skills and be capable of obtaining alignment from multiple key stakeholders across a highly matrixed organization. They should be comfortable with developing relationships across a diverse spectrum of customers, while having the ability to prioritize initiatives based on key impact propositions. This role will be required to clearly evaluate, articulate and partner to drive alignment across diverse business functions given complex interdependencies, specifically Business Technology Solutions, Compliance, Legal, Marketing, Patient Engagement teams, Access and Reimbursement teams, Enterprise Strategy, and vendor partners.

Responsibilities:

• Leadership
  • Lead a team of direct reports and/or contractors to develop and execute business designs based on provided strategy
  • Provide coaching to direct reports to refine skills and enable growth opportunities
  • Be a leader in the organization, be seen as a valued resource, and be able to influence without authority
  • Influence and persuade across multiple external and internal constituents (stakeholders and partners) to deliver the best solutions to support patients. Infuse AbbVie Ways of Working and Talent Philosophy in day-to-day leadership and interactions with the team.
  • Be capable of communicating plans and status at all levels of the organization
• Translate Strategy into Execution
  • In partnership with key stakeholders in business units, analyze unit strategy; align on business goals and objectives; and develop actionable plans that connect strategy to people, processes, and technology.
  • Identify new areas of opportunity and potential benefits beyond the current organizational thinking. This includes improvements to patient/agent interactions, improvements to reporting, analytic insights, communication across functional areas, efficiency gains, and cost savings.
• Business Capability Mapping
  • Identify and model business capabilities and value streams that enable the organization to deliver positive experiences to patients and stakeholders.
  • Work as part of a team to leverage best practices, standard procedures and process design, and knowledge to identify opportunities for improvement and/or cost savings.
• Process Design & Optimization
  • Analyze operational processes to identify gaps and inefficiencies; develop structured recommendations and frameworks to drive improvement.
  • Drives efficiencies in the architecture of these programs based on assigned brand, or above-brand, as needed
  • Focus on delivering the appropriate patient