Customer Solutions Specialist

Socket.dev; Hartford (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

AbbVie is seeking a Customer Solutions Specialist to support the Access and Reimbursement team. The CSS will call on HCP offices in the assigned territory, representing AbbVie’s in-office portals and providing subject-matter expertise to improve patient prescription experiences.

The role requires understanding of Buy & Bill, specialty pharmacies, and regulatory compliance. A bachelor’s degree or equivalent industry experience is preferred, with 2+ years in drug authorization workflows and

Qualifications

• Bachelor’s degree preferred or relevant industry experience required.
• 2+ years experience working with drugs requiring prior authorization and use of specialty pharmacies for prescriptions to be filled.
• Valid driver’s license and ability to qualify for and maintain a fleet vehicle.
• Demonstrated ability to partner cross-functionally and drive results.
• Strong communication and interpersonal skills with attention to compliance.

Responsibilities

• Understand HCP office processes and offer electronic solutions (portals) to improve the patient Rx experience.
• Represent AbbVie’s HCP portals as a subject matter expert; stay updated on new functionality.
• Partner with field teams to implement solutions for offices in the assigned territory; diagnose delays in Rx flow.
• Build relationships with HCP offices and provide regular updates on portal features aligned with patient needs.
• Communicate with AbbVie field teams in a compliant manner.
• Demonstrate knowledge of drug acquisition, dispensing, Buy and Bill, and specialty distribution workflows.

Skills

Prior authorization experience

Specialty pharmacy knowledge

Field-based/territory management

Driver's license

Strong communication

Computer literacy

Education

Bachelor's degree or equivalent

Tools

Windows OS

Internet browsers

Job description

This role is field-based, and candidates should live within a reasonable distance of the primary city. Talent will be hired at a level commensurate with experience.

Candidates may live in the following cities:

• Hartford, CT
• Springfield, MA
• Concord, NH

TheCustomer Solutions Specialist(CSS) isa key memberof the Access and Reimbursement team within AbbVie Patient Services.TheCSScalls on HCP offices in their assignedterritorytorepresentand serve as a subject matter expert on AbbVie’sin-office portals and access related solutions.The CSS also partners closely with otherAbbVie field stakeholders to offer the right solutions tooffices thatcreate the best possible patientprescriptionexperience possible.

Specific Responsibilities:

• Understand HCP officeprocessand offerelectronic solutions (i.e. portals) that will improve thepatientRx experience.
• Thoroughly understandand representAbbVie’sHCP facing portals and other electronic solutionsserving as a subject matter expert.
• Partner with AbbVie field teamsto implement and offer solutions to HCPs in assigned territory.Working with an HCP office, evaluate and diagnose areas of delay and disruption that may occur for patients in their Rx experience todetermineif an AbbViedigitalsolution may behelpful for the patient.
• DeveloprelationshipwithHCP offices using a portal/solution andprovide regular updates on new functionality matching new or unused features with patient needs.
• Communicate with AbbVie field teamsin a compliant manner.
• Strong understanding of drug acquisition and dispensing in theimmunologyspecialty biologics space (Buy and Bill, Specialty Pharmacies, Specialty Distributors, etc.)
• Bachelor’s degree preferred or relevant and equivalent industry experience required. 2 or more years experience working with drugs requiring prior authorization and use of specialty pharmacies for prescriptions to be filled.
• Excellent territory and account management skills.Priorhealth caresales experience, or experience working in a health care environment preferred.
• Valid driver’s licenseand ability to qualify for andmaintainfleet vehicle.
• Demonstrated ability to partner cross-functionally,leveragingaligned interestsin order todrive results.
• 2 or moreyears experienceworking with drugs requiring prior authorization and use of specialty pharmacies for prescriptions to be filled.
• Knowledge of regulations and compliance requirements affecting prescribing pharmaceuticals.
• Demonstrated ability to uncover patient needs indirectly through dialogue and querying of healthcare providers.
• Demonstrated ability to map and understand internal processes.Can useinformation gathered to think strategically and to handle complexHCP settings.
• Strong communicationand interpersonal skills
• Demonstrated ability to influence others, including internal peers, through knowledge.
• Strong computer aptituderequiredincluding understanding of Windows and internet browsers.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
• This job is eligible toparticipatein our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremainsin the Company'ssoleandabsolutediscretion unless and until paid andmay bemodifiedat the Company’s sole and absolute discretion, consistent withapplicable 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, visithttps://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

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 atwww.abbvie.com. Follow @abbvie onLinkedIn,Facebook,Instagram,XandYouTube.