Manager, Patient Services Business Design

Abb Vie Patient Services is an industry‑leading organization, providing unparalleled patient support resulting in superior patient satisfaction. The Manager/Sr. Manager, Patient Services Business Design serves as a strategic bridge between business vision and operational execution. Reporting to the Associate 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 value 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.

• Translate Strategy into Execution
  • In partnership with Business Design Lead, analyze business goals and objectives; develop actionable plans that connect strategy to people, processes, and technology.
• Business Capability Mapping
  • Identify, document, 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/agent experience in alignment with the defined program strategy, providing the patient with the right information at the right time, and through their preferred communication channel.
  • Adhere to standards and drive consistency with documentation of business requirements and process flows.
  • Continuous review of current state processes to ensure appropriate artifacts are produced for all development efforts, communication strategies are in place and creating the intended dialogue, and processes are formally adjusted as needed to drive efficiency and evolve with changing business needs.
• Architecture Deliverables
  • Produce and maintain key artifacts including capability models, operating models, gap analyses, value stream maps, and business roadmaps.
  • Support program development and integration efforts with our internal Business Technology Services organization, key stakeholders, and external business partners, by articulating detailed business processes and requirements as well as ensuring their understanding.
• Cross‑Functional Alignment
  • Provide tactical consultation for care model program business processes supporting customer needs.
• Stakeholder Communication
  • Communicate complex concepts clearly to both technical and non-technical audiences; build alignment across senior leadership and functional partners.

• Bachelor's degree required, Master’s degree preferred
• Experience working in patient services environment preferred
• 5-7+ years…