Initiatives and Solutions Associate

About AbbVie

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on LinkedIn, Facebook , Instagram , X and YouTube.

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.

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.

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.

Requirements

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