Associate Director, Business Design - Patient Services

Job Description
AbbVie Patient Services is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. The Associate Director, Business Design is responsible for the progression of business strategies into business program design that enable our people, processes and technology to meet present and future needs of the patient. This individual will work closely with key stakeholders to define the end to end business process of our patient support programs ensuring alignment of business objectives, while looking for opportunities to optimize the current state, overcome challenges, drive consistency, and efficiencies in speed to market.
To be successful, this person will have a strong business acumen to enable collaboration across stakeholders, while leading cross functionally to support the strategy. In addition to being highly collaborative, they must have strong written and oral communication skills, and obtain alignment from multiple key stakeholders across a highly matrixed organization. They should be comfortable with developing relationships across a diverse spectrum of customers, while having the ability to prioritize initiatives based on key value propositions. This role will be required to clearly evaluate, articulate and partner to drive alignment across diverse business functions given complex interdependencies, specifically Patient Engagement, Access and Reimbursement, Marketing, Enterprise Strategy, Market Analytics and Business Intelligence, Business Technology Solutions, Compliance, Legal, and vendor partners.
Major Responsibilities:
Translates business strategy into the assessment of appropriate processes required to launch new care models, enhance the patient experience within existing care models, and drive efficiencies in the architecture of these programs, across brands.
Facilitates cross functional team workshops to design programs capabilities across people, process and technology in support of the patient.
Focuses on delivering the appropriate patient/agent experience in alignment with the defined program strategy, in order to provide the patient with the right information at the right time, and through their preferred communication channel.
Effectively works with the business to identify reporting and analytic needs associated with programs, enhancements, and/or new capabilities. This includes working with both internal and external stakeholders to ensure the data is centralized in AbbVie’s Patient Services data layer, can be efficiently leveraged by the corresponding BI tool, and provides appropriate visibility across the organization.
Identifies new areas of opportunity and potential benefits beyond the current organizational thinking. This includes improvements to patient/agent interactions, improvements to reporting, analytic insights, communication across functional areas, efficiency gains, and cost savings.
Works with department Director and management team to establish priorities and areas of focus.
Provides tactical leadership and strategic direction for defined program operations supporting customer needs, as well as AbbVie Patient Services objectives.
Influence and persuade across multiple external and internal constituents (stakeholders and partners) to deliver the best solutions to support patients. Infuse AbbVie Ways of Working and Talent Philosophy in day-to-day leadership and interactions with the team.
Continuous review of current state processes to ensure appropriate artifacts are produced for all development efforts, communication strategies are in place and creating the intended dialogue, and processes are formally adjusted as needed to drive efficiency and evolve with changing business needs.
Leverage standard documentation to drive consistency in the approach. Best practices will be documented through supporting SOPs and playbooks to drive consistency and facilitate onboarding of new resources. The overall objective is to streamline processes, reduce overhead, increase effectiveness, and gain efficiencies through leading edge technology platform enablement capabilities.
Support program development and integration efforts with our internal Business Technology Services organization, key stakeholders, and external business partners, by articulating detailed business processes and requirements as well as ensuring their understanding.