Director, Care Model Operations & Enterprise Systems, US Patient Services

AbbVie in Springfield, IL

  • Industry: Advertising/Marketing/Public Relations - Marketing Director
  • Type: Full Time
  • $107,600.00 - 195,330.00
position filled
The US Patient Services team is an industry leading organization,providing unparalleled patient support, resulting in improved brand loyalty andpatient satisfaction. The Director ofCare Model Operations & Enterprise Systems reports to the Director ofOmni-Experience & Care Model Services for US Patient Services., providingstrategic expertise and alignment in enabling technology solutions (includingCRM and Contact Center operations) to meet present and future businessneeds. This individual will work withkey stakeholders to ensure alignment of business objectives with technologysolutions as well as examine existing business processes and challenges. This role also provides thought leadership ontechnology strategies and acts as a liaison between the Business and IT.Major Responsibilities: Leads the assessment, identifications, development andimplementation of strategies, technologies and initiatives focused ondeveloping / enhancing performance of the U.S. Patient Services Enterprisearchitecture functionsResponsible for driving commercial effectiveness for the U.S.Patient Services team, through technology, business analytics and processautomation. Collaborate with Business Leaders to develop solutions to businessobjectives and optimize business results/profitability.Actively and consistently supports all efforts to simplify andenhance our business users experience through the implementation andmaintenance of the Care Model Operations technology solutions.Responsible for executing on Enterprise systems strategy for USPatient Services, including overall success of applications, including usersupport, reporting, administration, testing and alignmentIdentify new areas of opportunity and potential benefits beyond thecurrent organizational thinkingCollaborate with senior business stakeholders to determine businesspriorities, assist with roadmap development and manage delivery expectations.Works with department Director and management team to establish technologypriorities and focus areas.Leads and coordinates efforts related to customer support processimprovements and standards development.Develops Key Performance Reports and Dashboards to track status andfacilitate transparency across the organization.Develops staff performance reviews and helps with their personal andprofessional development.Vision and Strategy: Provide overarchingleadership and strategic direction of all platform solutions supporting customerneeds & US Patient Services objectives and tactics. Encompass a One AbbVie mindset andperspective in all strategies.Leadership: Lead and develop care model operations team focused providingoversight and performance management of enterprise systems. Set tone and priorities for scale and scopeof accountability. Influence and persuade across multiple external and internalconstituents (stakeholders and partners) to deliver the best solutions to helppatients. Infuse AbbVie Ways of Workingand Talent Philosophy in day-to-day leadership and management of the team. Uses coaching effectively and efficiently tocreate high-performing teams and elevate team s skills and knowledge.StrategicImpact and Market Awareness: Leverage insightsgathered through market research, MABI and HEOR data, consulting, and otherqualitative internal and external feedback to formulate and adjust solutiondesign, operational model, and actions to achieve business objectives andgoals. Monitor market dynamics,execution and financial metrics, along with constituent feedback to adjustplans as necessary.Position requires BS degree in a related area10+ year of Platform/System Operations experienceHighly technical and proficient in application support and softwaredevelopment life cycle.Proven project management experience and the ability to managemultiple projects in a highly matrixed environmentProven ability to drive outstanding employee performance andengagement through developing, coaching, motivating, energizing and inspiringteam members. Excellent verbal and written communications skills and capable inworking with senior team membersDetail-oriented, efficient, and flexible with strong investigationand resolution skillsAbility understand and strictly follow policy, procedures andguidelines and design solutions that adhere to compliance standards.Has a good understanding of data networks, data services, redundancy,integration (middleware) technology.Strong understanding of telephony platforms, CRM solutions, businessintelligence environments, and solution design and developmentKey AbbVie Competencies:Demonstrated ability to coordinate a cross-functional team in orderto achieve business objectivesDemonstrated ability to influence others in organizations who do nothave reporting linkagesProven ability to negotiate in order to achieve win-win businessoutcomesAbility to manage multiple projects at the same time and assurecompletion by due datesAbility to clearly communicate complex and technical tasks, bothwritten and orally.Demonstrated ability to manage vendorsDemonstrated ability to manage projects and deliver results based ontight timelinesDemonstrated history of developing programs that arecustomer-centricAbility to apply strategic thinking to the overall business, andthen develop tactics that best meet the strategic initiativesAdditional InformationSignificant Work Activities and Conditions: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)Travel: Yes, 20 % of the TimeJob Type: ExperiencedSchedule: Full-timeJob Level Code: D

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