Customer Solutions Specialist

This role is field-based, and candidates should live within a reasonable distance of the primary city. Talent will be hired at a level commensurate with experience.
Candidates may live in the following cities:
Hartford, CT
Springfield, MA
Concord, NH
The Customer Solutions Specialist (CSS) is a key member of the Access and Reimbursement team within AbbVie Patient Services. The CSS calls on HCP offices in their assigned territory to represent and serve as a subject matter expert on AbbVie’s in-office portals and access related solutions. The CSS also partners closely with other AbbVie field stakeholders to offer the right solutions to offices that create the best possible patient prescription experience possible.
Specific Responsibilities:
Understand HCP office process and offer electronic solutions (i.e. portals) that will improve the patient Rx experience.
Thoroughly understand and represent AbbVie’s HCP facing portals and other electronic solutions serving as a subject matter expert.
Partner with AbbVie field teams to implement and offer solutions to HCPs in assigned territory. Working with an HCP office, evaluate and diagnose areas of delay and disruption that may occur for patients in their Rx experience to determine if an AbbVie digital solution may be helpful for the patient.
Develop relationship with HCP offices using a portal/solution and provide regular updates on new functionality matching new or unused features with patient needs.
Communicate with AbbVie field teams in a compliant manner.
Strong understanding of drug acquisition and dispensing in the immunology specialty biologics space (Buy and Bill, Specialty Pharmacies, Specialty Distributors, etc.)
Bachelor’s degree preferred or relevant and equivalent industry experience required. 2 or more years experience working with drugs requiring prior authorization and use of specialty pharmacies for prescriptions to be filled.
Excellent territory and account management skills. Prior health care sales experience, or experience working in a health care environment preferred.
Valid driver’s license and ability to qualify for and maintain fleet vehicle.
Demonstrated ability to partner cross-functionally, leveraging aligned interests in order to drive results.
2 or more years experience working with drugs requiring prior authorization and use of specialty pharmacies for prescriptions to be filled.
Knowledge of regulations and compliance requirements affecting prescribing pharmaceuticals.
Demonstrated ability to uncover patient needs indirectly through dialogue and querying of healthcare providers.
Demonstrated ability to map and understand internal processes. Can use information gathered to think strategically and to handle complex HCP settings.
Strong communication and interpersonal skills
Demonstrated ability to influence others, including internal peers, through knowledge.
Strong computer aptitude required including understanding of Windows and internet browsers.

Employment type
Full-time

Work arrangement
Yes