Job Description

This role can be based in any state or city in the United States.

This position is responsible for providing high volume call center support and best in class customer service to patients and health care providers. This role will be responsible for educating patients on the enrollment process, handling status inquiries along with scheduling deliveries. This position uses the core CRM system to manage workload, perform activities and route work to other members of the team.

Provide subject matter expertise of program requirements and application status while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit

As the initial point of contact for patients and HCP’s that we support guide callers through the application process to determine resolution of inquiry

Ensure correct information or directs the call to the appropriate team member while maintaining a high level of professionalism

Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or adverse drug events to the appropriate party or system

Identifies potential Adverse Event situations for reporting to Pharmacovigilence ensuring AbbVie meets FDA regulations

Meet performance standards in alignment with predefined metrics

Completes all required training in order to perform all functions in the position e.g., soft skills certification along with program overviews