Senior Analyst, Patient Support AI enabled Programs

Senior Analyst, Patient Support AI enabled Programs

Company: Abb Vie

This position focuses on supporting the development and implementation of a connected customer experience across multiple channels, products and services. Act as a qualified resource to staff, providing support for products and services which require strong technical experience and excellent customer service. The role integrates technology with human capital to drive efficient and effective service. Provides oversight and direction of project plans, workflows, QA, organizing staff and work processes.

Collaborates cross-functionally to deliver results.

• Work cross-functionally with internal teams to deliver patient support services for optimal support of patients and health care professionals in compliance with regulatory guidelines.
• Act as technology expert for resources used to deliver patient support services, including CRM systems, telephony, AI platforms (e.g., conversational intelligence), and others.
• Align stakeholders within the scope and strategy of initiatives; collaborate cross-functionally to deploy high-quality specialty patient support service programs and best-practice solutions.
• Develop design requirements and user stories related to people, process and technology changes to drive enhanced services, continuous improvement and process automation.
• Use tools and reporting to assess compliance with processes and regulations; identify gaps and implement solutions.
• Identify and lead continuous improvement initiatives; create operational process flows and training/roll-out plans.
• Use analytical skills to identify and report risks and recommend mitigations affecting process improvements.
• Assist management in securing appropriate resources to offer comprehensive support while maintaining quality service.
• Monitor and maximize third-party capabilities; manage relationships with third-party vendors.
• Develop, refine and maintain AI and ML-based speech processing solutions aligned with strategic goals; maintain industry knowledge related to AI, ML, NLP and related tools.

• Bachelor's degree in a relevant discipline with 3-5 years in patient financial services or healthcare; or 5+ years with 1+ year in a leadership/management role.
• Functional knowledge in areas such as Patient Financial Services, Insurance, Specialty pharmacy, Commercial Call Center, Quality, Regulatory, Manufacturing Operations, project management, Drug Reimbursement, and distribution networks for specialty drugs.
• Experience working in teams and independently; ability to manage time and multiple projects; strong communication across management and functional areas.
• Ability to recognize and escalate issues and risks; lead small projects to deliver results; strong customer focus and knowledge of relevant regulations.
• Familiarity with project management methodologies and Lean Six Sigma is a plus.

Based in North Chicago, IL with 3 days onsite/2 days remote; 100% remote option is not available. Relocation assistance is not provided.

• Compensation range: $82,500.00 - $ (based on location and other factors).
• Comprehensive benefits package including PTO, medical/dental/vision insurance, 401(k); eligible for short-term incentive programs.

Abb Vie is an equal opportunity employer. US & Puerto Rico applicants can learn more about equal employment opportunity on our site. Reasonable accommodations information available here.

Note:

This job posting may include information related to pay ranges and benefits that is intended for applicants in locations with pay disclosure requirements. All compensation and benefits are at the Company’s sole discretion and subject to change.