Associate Director, Hub Services

The Associate Director, Hub Services leads cross-functional teams responsible for the BOTOX SP Hub In addition, the Associate Director will be responsible for acting as the Specialty Pharmacy Coordinator, helping to align the BOTOX reimbursement business advisors (RBAs) with all parties affecting the specialty pharmacy (SP) channel, including Trade, Market Access, National Pharmacy Sales, Business Technology Solutions (BTS), and Sales. This role reports directly to the Director Access and Reimbursement Hub Strategy and collaborates with the BOTOX RBA teams, National Field Training, Patient Services Strategy, and other key commercial stake holders. 

Specific responsibilities for the Botox SP HUB include driving growth, excellence, and continuous quality improvements at hub vendor. The Associate Director must develop strategies and implement tactics to exceed the ever-changing needs of offices, patients, and specialty pharmacies. The Associate Director is responsible for a continuous partnership with the hub vendor to develop and improve: (a) hub processes; (b) customer-facing web applications and communications; (c) RBA reporting portal and communication; and (d) compliance to all legal requirements. The Associate Director also is responsible for developing resources for RBAs, training for the RBAs, and maintaining extensive communication with all RBAs and directors. Finally, the Associate Director coordinates communication and strategies between all parties affected by the SP Channel, particularly those within Patients Services, Trade, and Sales.   This individual will also be responsible for setting up the future around the use of speciality pharmacy data for the RBA teams and internal teams, including data insights around trends and in the field.

The ideal candidate has significant field reimbursement experience with both medical benefit and pharmacy benefit products, significant experience with the SP acquisition channel, solution-based initiative, demonstrated leadership ability, strong analytical, communication, and presentational skills, and a passion for improving patient access to AbbVie’s Medical Therapeutics brands within the SP Channel. Vendor management experience also preferred.

Headquarter based responsibilities

• Manages external hub vendors to ensure that contracted SLAs are consistently met and that programs meet all regulatory, legal and compliance requirements
• Identifies and implements opportunities to improve overall quality of hub customer deliverables.
• Develops hub strategy by engaging customers, field input teams, and business stakeholders to identify unmet needs and create strategic solutions.  Also leverages market research and all available data to shape strategy. Establishes effective feedback mechanisms to gather regular and detailed customer and field team feedback to support continual improvement of access programs.
• In collaboration with BTS, legal, compliance, the field input teams, and various outside vendors translates strategy into business requirements and executes on delivery of programs
• Collaborates with the field training team to create training on how to appropriately present hub programs to customers. Also develops MRC approved marketing materials and customer communications concerning these programs
• Responsible (in collaboration with BTS, legal and compliance) for identifying and implementing best in class analytical tools that enable the RBA team and other stakeholders to easily access Real World Data generated from various patient access programs. Partners with RBA training team to develop training on how to use insights from this data to better service customers
• Responsible for regular and ad-hoc reporting on the impact of hub program with proactive insights and recommendations on modifications / course corrections to maximize the business value
• Responsible for the management of all associated budgets, working proactively with all vendors and Finance team to meet forecasting timelines and budget expectations per all relevant financial procedures and guidelines

Communication and Leadership

• Manage all forms of communication in a timely and professional manner to ensure customer needs are fully met and all relevant internal stakeholders are appropriately updated.
• Build enduring internal, cross-functional relationships with a broad base of groups and individuals (i.e., RBA Team, BTS, sales, marketing, training, managed markets, legal, regulatory, compliance, etc.).
• Adhere to all company guidelines, including the highest level of compliance.
• Deliver consistent, positive leadership (without authority) to peers, management, and the various business units.
• Contribute to the ongoing development of the department and the understanding of the business by supporting continuous learning and improvement.
• Assume leadership of assigned and self-initiated projects.

Training and Professional Development

• Actively participate in training and development programs, including classroom sessions and field training.
• Pursue continuing professional education related to health care, reimbursement, and the eye care industry.
• Establish and execute an individual developmental plan (IDP) to ensure ongoing growth and contribution.

Education

• Bachelor’s degree, MPH or MBA with healthcare focus desirable
• Health care credentialing and/or certification desirable

Experience

• At least five (5) years or more of related experience (field reimbursement, specialty care sales, brand marketing, and/or payer account management)
• Experience assisting HCP office staff solve complex treatment approval and reimbursement challenges
• Experience with project management and familiarity with CRM platforms and analytical tools  
• Prior experience managing a reimbursement hub focused on medical benefit products is highly desirable.
• Experience with co pay programs and specialty pharmacy is desirable.
• In-depth knowledge of specialty care treatment approval and reimbursement processes (i.e., benefit verifications, prior authorizations, claim assistance, and appeals)

Essential Skills and Abilities

• Demonstrated ability to lead impactful cross functional teams without positional authority.
• Ability to think strategically with proven experience in planning and obtaining buy-in at all levels, including senior management.
• Proven project management skills, detailed oriented with the ability to prioritize, and excel in a fast-paced environment.
• High impact communications (written and verbal) across cross functional (business and technical) stakeholders.
• Strong analytical skills with experience building success metrics and customer service reporting and dashboards to manage multi-vendor services.
• Ability to manage large operating budget across multiple vendors
• Ability to work effectively with minimal supervision, able to identify and leverage all required resources to deliver on project goals.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

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• 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 role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors 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. ​

• This job is eligible to participate in our long-term incentive programs​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable 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 absolute discretion, consistent with applicable law. 

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.