Customer Solutions Specialist - Chicago/Indianapolis - PVA96584

Customer Solutions Specialist (CSS):

The CSS will discuss and educate health care providers (HCPs)/office staff on AbbVie’s patient resources, namely AbbVie’s web-based solution.  The CSS’s primary responsibility will surround understanding office prescription process and training staff on the use of AbbVie’s web-based solution to improve the patient experience.  The CSS will work with sales representatives to further understand how the AbbVie resources can help patients in an office. The CSS will be responsible for in-office trainings, system pull-thru, follow-up visits, and other patient resources initiatives. CSSs will be responsible for documenting all work and executing job tasks within the required AbbVie systems to ensure the commercial strategy is executed properly.

Specifications:

• Working with HCPs to uncover barriers to initiation and management of a patient’s AbbVie therapy that can be potentially addressed through various patient resources including the Website.
• Coordinate with local sales representatives to understand office process to ensure a successful Website implementation.
• Execute demonstrations of the Website as requested by AbbVie management and/or local sales personnel within their assigned area.
• Manage the coordination of legal documents and agreements related to the Website through their AbbVie manager.
• Coordinate routing/scheduling with local sales representatives, account managers/executives, and managers.
• Follow-up with local sales representatives prior to initial training appointments to ensure Website expectations are properly set and the proper time is allotted by the account.
• Lead customers through system registration and train on how to integrate AbbVie’s web-based solution into office process to best help patients while following good IT practices.
• CSSs will also be responsible for analyzing site activity and executing required actions at the request and direction of the AbbVie manager.
• Participate in all AbbVie management-directed meetings and accept and implement guidance on business planning and execution of strategies and tactics.
• Perform any additional patient resources platform training and/or pull-thru activities with HCPs as per the guidance and strategic direction of AbbVie management.
• Escalate issues per direction of management. 
• Work compliantly with field personnel per training.
• Comply with all administrative duties outlined by IQVIA management.

Qualifications/Experience:

• 4-year bachelor’s degree or commensurate experience.
• 2 or more years’ experience working 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.
• Demonstrated ability to influence others, including internal peers, through knowledge.
• Demonstrated ability to partner cross-functionally, leveraging aligned interests in order to drive results.
• Ability to travel overnight – 75%.
• Strong computer aptitude required including understanding of Windows and internet browsers. Specialty pharmaceutical sales experience highly desirable.