Patient Experience Manager Cluster North

hace 2 semanas

Bogotá, Bogotá D.E., Colombia ABBVIE A tiempo completo

At AbbVie we are looking for a Patient Experience Manager along the Cluster North considering a deep understanding of the needs and gaps for patients to achieve adherence and compliance with treatments and the complexity of the Health systems.

This role is in charge of delivering the best solutions for patients, caregivers, physicians, payers and other relevant stakeholders from a patient assistance perspective while looking for sustainability and costs optimization.


Main Responsabilities:

  • Understanding the patient Journeys and Patient Experiences Map for each condition and country and lead discussions at Brand Teams to design and strengthen services aimed attend patient barriers.
  • Lead the design of Patient Support Program for new assets, identifying the Strategic Moments of Meaning (SMoM), cocreating solutions with brand teams and design the service with the vendors.
  • Assure PSP and Customer program readiness for new assets launching
  • Lead local committee to address PSP approvals, new polices or regulatory requirements and audit risks.
  • Be the communication channel with global EP team.
  • Evaluate and customize global solutions
  • Assure fulfillment of AbbVie's framework for PSP and Customer programs ( OEC, Legal, Regulatory, Medical, PV, Finance) and also local regulations.
  • Ensure audit readiness processes, control and documentation. Implement preventive and corrective action plan to always assure the PSP is operating under the most strict ethics standards.
  • Continue evaluation of the PSP and customer program services to guarantee satisfaction and relevance for all stakeholders.
  • Owner of the relation with the vendor of the PSP, work together to improve services and costs.
  • Guarantee the execution and control of the budget.
  • Continually report insights and KPIs from the field to Brand Team in order to understand main barreirs for the patients.
  • Run local and global Benchmarks to identify best practices and suppliers.
  • Work together with other areas of the company ( Medical, Value proposition, Patient Relations) to strength Abbvie value proposition from EP perspective.
  • Ensure AbbVie and vendor team compliance with all requirements requiered for PSP and Customer programs operation.

Qualifications:

  • Degree on Business, Sciences
  • At least 5 years leading multifunctional teams or coordinating extended teams
  • Experience as project manager and multicollaborative leadership
  • Understanding of codes, regulations and health environment
  • English Advanced
  • Experience as PSP /customer support programs manager.
  • Proven high level of complexity business management and problem solving skills.

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