Exceptional Patient Experience Lead

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at  . Follow @abbvie on  Twitter ,  Facebook ,  Instagram ,  YouTube and  LinkedIn . 

Job Description

Job purpose & objectives:

Lead the Patient Experience team and work closely with the brand teams to assess needs and opportunities linked to Patient Experience strategy and goals. Develop and timely execute patient –centric initiatives and projects fostering implementation of Patient Experience Value Proposition to improve patient experience and adherence as well as facilitate HCPs’ patient management with AbbVie treatments.

Contribute to reinforce AbbVie’s image among key stakeholders in line with its sustainable healthcare positioning.

Key interfaces

Internal

• Customer Excellence
• Patient Experience Team
• Business Technology Solutions (BTS) teams at local and corporate level
• Business Unit Managers
• Brand Managers/Sales Managers
• Product Specialists
• Medical team (Medical Manager, medical reviewer, Medical advisor / MSL)
• External Affairs, Market Access, Gov. Aff.

External

• Suppliers (Carecoaches, Platforms, HealthBeacon, …)
• Specialists HCPs
• Nurses/ nurses associations
• Pharmacists (Hospital and retail)
• KOL’s
• Physician Association members
• Professional Association members

Tasks and responsibilities

1. Project Management

• Develop Patient Experience strategies and related tactics taking into account brand team priorities
• Collaborate with the global Exceptional Patient Experience teams to ensure Affiliate alignment with all key Patient Experience activities
• Challenge the organization and status quo to go beyond conventional boundaries and bring new thinking
• Successfully manage projects (incl. clear scope, milestones, retro-planning, KPIs (Key Performance Indicators), budgets) to ensure objectives are timely and qualitatively met
• Multi-task to work with numerous stakeholders/projects across divisions and functions
• Prioritize decisions and activities to ensure efficient use of resources
• Communicate clearly and regularly with key stakeholders on project implementation (scope, status) and allocate responsibilities to cross functional team members
• Ensure strong execution and continuous improvement based on patients/HCPs needs and feedback
• Work closely with the in-field teams (Sales Managers, Product Specialists, MSL) to identify overall actions required to ensure strong coordination of Patient Experience efforts in the field
• Work closely with the BTS teams & the Suppliers on the System Life Cycle (SLC) process in order to manage the releases of the different digital projects.
• Ensure that all activities are in-line with local business regulations and AbbVie business code of conduct

2. Monitoring

• Define and monitor KPI results and feedback and propose strategic planning/tactics adjustment as required
• Assess effectiveness of tactics: HCP & patient satisfaction, feedback from IFT and other key internal/external stakeholders
• Ensure strong competitive intelligence to maintain the Patient Experience team ahead and benchmark vs. our main competitors PSP

3. Leadership

• Lead, coach a team of 2 In-Field Project managers and 1 Patient Experience Manager
• Drive acceptance of Patient Experience amongst key stakeholders and ensure AbbVie is recognized as the leader in that domain
• Lead cross-functional teams without authority/without direct reporting line relationship in a matrix environment. Encourage open exchange of ideas and knowledge, to leverage cross-functional learning and insight to achieve targets

4. External Customer Development and business relationship

• Identify key stakeholders and build strong relationships with them: get info about their present and future needs, get their consulting / feedback on the Patient Experience Value Proposition to assess possible enhancements
• When relevant, interact in the field with key stakeholders (retail or hospital pharmacists, doctors, nurses etc. as defined above) to better understand the patient experience and help in providing improvements to services.

Qualifications

Education, background and experience

• University degree level, or equivalent (Business, Medical, Pharmacist, etc)
• Strong project management background ie. consultancy background
• Experience within the pharmaceutical industry is a plus as well as prior management experience

Required skills and competencies

• Agility: respond rapidly to potential significant changes (also in planning and priorities) in the internal and external environment without losing focus
  • Demonstrate flexibility, autonomy and good resistance to stress, capability of working independently
  • Switch quickly from one task to another without losing efficiency
• Teamwork: offer to help colleagues achieve common goals; make sure all relevant information is shared within the team. Team player with strong cross-functional interactions
• Communication: excellent communication skills (both written and oral), good presentation skills, strong communicator with internal and external stakeholders
• Organization: well organized and structured to lead projects from start to implementation and follow-up
• Transparency: share information openly and provide feedback
• Integrity: emphasize the corporate values of integrity and trust, internally as well as externally
• Leadership: natural leader, self-starter, see easily opportunities and take the lead without being prompted
• Innovation: explore alternative successful ways of working, creative with a strategic and practical mindset
• Drive for results: continuously set up or drive new programs, with an impact on the business, while maintaining high activity level, focus and follow-up on existing programs
• Trilingual: English, Dutch and French is a must (written and spoken)

Additional Information

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.