Adverse Event Warranty Claim Case Manager

2 weeks ago

Pleasanton California, United States AbbVie Full time
Job Description

This role can be based in any state or city in the U.S.

The Case Manager oversees claims of adverse events incurred by patients treated with an AbbVie medical device. They serve as the main point of contact for healthcare professionals, patients and internal stakeholders, with a heavy focus on gathering necessary information and documentation to verify claims and determine financial compensation. The case manager manages the entire claims process from start to finish, including complex issues, and ensures adherence to AbbVie's reimbursement policy. They also handle escalations and utilize strong customer relationship skills to settle claims. Additionally, the case manager serves as they key point of contact within the organization for these type of adverse events and is responsible for product complaint documentation and follow-ups. 

Supports PMQA and marketing by independently processing adverse events claim reports from beginning to end, without third-party support. 

Serves as the main point of contact for HCPs, patients, and internal stakeholders.  

Completes the intake process for complaints through call center, email, OneTrack. 

Conducts daily outreach to patients and accounts for multiple cases, providing status updates and follow-up as needed. 

Handles product complaint documentation and reviews all non-medical complaint content.  

Manages escalations for complex complaints where circumstances fall outside of pre-identified parameters. 

Serving as they key point of contact for this process, they identify critical information needed for timely intake, complaints, and warranty claims for adverse events, limiting escalations.  

Initiates and processes Adverse Event claims in OneTrack.  

Collaborates with internal departments to determine if reimbursement is approved or denied and notifies the appropriate stakeholders to process payment as needed in accordance with AbbVie’s reimbursement policy 

Communicates the results of complaint investigations and claims to accounts and patients and send follow up and closure letters as needed. 

Interfaces with internal and external AbbVie customers (patients, physicians, nurses, pharmacists, hospital personnel, risk managers, sales representatives, technical support, and the commercial organization) regarding AbbVie product complaints. 

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