协调员 I，患者护理
Coordinator I, Patient Care
关于艾伯维
艾伯维的使命是发现并提供创新药物和解决方案，解决当前严重的健康问题，并应对未来的医疗挑战。我们致力于在多个关键治疗领域产生重大影响，包括免疫学、肿瘤学和神经科学，以及我们的Allergan Aesthetics产品组合中的产品和服务。有关艾伯维的更多信息，请访问我们的网站 www.abbvie.com。在 LinkedIn、Facebook、Instagram、X 和 YouTube 上关注 @abbvie。
必须位于伊利诺伊州或威斯康星州。
该职位负责为患者和医疗保健提供者提供高流量电话中心支持和一流的客户服务。此职位将负责向患者介绍注册流程，处理状态查询并安排交付。该职位使用核心CRM系统来管理任务、执行活动并将工作转交给团队其他成员。
职责
· 在保持高水平客户服务、紧迫感、可靠性、数据录入技能、积极倾听、正确电话礼仪、出色的口头和写作技能以及团队合作精神的同时，提供项目要求的专业知识
· 作为我们所支持的患者和HCP的初始联系点，引导来电者完成续方流程以确定查询的解决方案
· 确保提供正确的信息或把电话转给适当的团队成员，同时保持高水平的专业性
· 对所有从电话中收到的沟通进行书面记录，并通知相关方或系统任何紧急订单、运输相关问题以及任何错误、投诉或不良药物事件
· 识别潜在的不良事件情况并报告给药物警戒部门，确保艾伯维符合FDA法规
· 达到与预定义指标一致的绩效标准
· 完成所有必要的培训，以便执行该职位的所有功能，例如软技能认证以及项目概述
- 需要高中文凭或同等学历。拥有副学士学位或大学学位优先
- 具有电话中心环境、医疗办公室、企业环境或医疗保险公司或药房的先前工作经验非常理想
- 理解并掌握商业和主要医疗保险计划、账单要求、医疗保障调查流程、事先授权和申请
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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 at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
Must be based in Illinois or Wisconsin.
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.
Responsibilities
· Provide subject matter expertise of program requirements 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 refill 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
- High School Diploma or GED required. Associate or College Degree Preferred
- Previous experience in a call center environment, healthcare office, corporate setting, or
healthcare insurance provider or pharmacy is highly desirable
· Understanding and knowledge of commercial and major medical insurance programs, billing
requirements, healthcare benefit investigation processes, prior authorization and appeal
filings
· Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid and alternate funding resources
· Demonstrated organization and problem solving skills to handle patient conversations identify issues and address needs
· Must have comfort level with utilizing multiple applications while capturing case information
· Proficient with Microsoft Office Program Suite and Lotus Notes Suite including
Excel, Word, Outlook and SharePoint
· Ability to maintain professional communication skills and an understanding of how to
maintain a courteous attitude toward customers and fellow employees
· Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills
· Must be able to take appropriate action in a stressful environment
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
· The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this roleat the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
- We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
- This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount isearned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that areallocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolutediscretion, consistent with applicable 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, visit https://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