Initiatives and Solutions Associate

Job Description

AbbVie is currently seeking a passionate, customer and patient centric, Initiatives and Solutions Associate for a 6-month contract based in our brand new, Sydney CBD location. This role serves as the initial point of contact for Healthcare Professionals (HCPs), understanding the customers needs and effective triaging specialised requests. Driven by a desire to ensure a positive customer experience, you value high quality interactions and will act as the primary point of contact for medicines access programmes and their coordination. 

KEY DUTIES AND RESPONSIBILITIES

• Independently resolve straightforward customer issues and escalate more complex issues for timely resolution where required.
• Manage the administration and co-ordinate all aspects of AbbVie’s Medicines Access programs, including the interface with relevant internal and external stakeholders.
• Handle incoming orders and inquiries from various sources, ensuring prompt and satisfactory resolutions.
• Provide basic troubleshooting for HCP technical inquiries and escalate complex issues as needed.
• Engage with customers using tools like the Five9 phone system, CRM, case management systems, websites, and knowledge management systems to provide seamless interactions and solutions.
• Maintain a consistent and professional customer experience across all communication channels.
• Proactively gather feedback from customers to continuously improve services. Actively respond to customer feedback to improve service delivery and enhance customer experience.
• Employ AbbVie’s CX principles - make it easy, be trustworthy, know the customer, and bring value - in all customer interactions.
• Work with internal teams such as sales, marketing, and technical support to ensure comprehensive responses to customer inquiries.
• Monitor metrics and generate reports to recommend improvements and maintain high service standards.
• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
• Ensure that adverse events are appropriately captured and forwarded to pharmacovigilance within required timeframes, and support AE reconciliation activities
• Assist with the management of systems, relevant databases, workflow and documentation for the compassionate supply program to ensure required timelines are met
• Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
• Adhere to AbbVie’s internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties, as requested.

Qualifications

• Pharmaceutical industry knowledge
• Frontline customer management experience is desirable
• Report preparation and business analysis experience
• Knowledge of pharmaceutical regulations and compliance and understanding of medical terminology
• Familiarity with CRM systems or other access portals
• Understanding of supply chain management and HCP & patient support program
• Ability to be calm under pressure and in dealing with difficult customer situations
• Excellent time management, verbal and written communication skills
• Problem solving & decision-making skills
• Conflict resolution & negotiation skills
• Microsoft office and CRM management skills
• Strong attention to detail with analytical and data driven mindset

Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

Additional Information

AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability. We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status. Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing [email protected] or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs.

WAYS WE WORK

• All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.
• Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.
• Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.
• Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.
• Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

• AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers. 
• AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws. 
• All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law. 
• Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. 
• AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. 

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