Senior Analyst, Patient Support Programs

Purpose:

This position will support the end-to-end roadmap for telephony systems spanning multiple functions throughout AbbVie OneHUB and own business requirements from intake and discovery through implementation and ongoing optimization. This role will partner with functional stakeholders, IT and third-party vendors to translate business needs into prioritized requirements, user stories and acceptance criteria that enable a connected customer experience. This role will also serve as the business resource for telephony capabilities, workflows and integration requirements and coordinate cross-functional priorities, dependencies, and testing to ensure solutions meet agreed business needs and regulatory requirements. Ultimately, this position will support the development and implementation of a connected customer experience.

Responsibilities:

•Partner with stakeholders across OneHUB functions to understand end-to-end telephony needs, workflows and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines.
•Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing and dependencies with cross-functional priorities and business objectives.
•Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability and change management. Translate stakeholder needs into clear requirements, user stories and measurable acceptance criteria.
•Maintain a consolidated requirements backlog and facilitate prioritization with business stakeholders and IT based on business value, customer impact, risk, dependencies and available resources. Escalate competing needs for resolution.
•Serve as the business subject matter resource for telephony capabilities and workflows, including call routing, interactive voice response, queue management and integration requirements with customer relationship management systems and related services. Partner with IT and vendors on solution design and delivery.
•Help document current- and future-state process flows, identify opportunities for standardization and automation, and assess the impact of proposed changes across OneHUB functions.
•Coordinate business validation and user acceptance testing against agreed requirements and acceptance criteria. Track defects, support issue resolution and obtain stakeholder confirmation of business readiness.
•Coordinate rollout readiness, stakeholder communications, training needs and operational handoffs with functional teams, IT and vendors to support adoption and continuity of service.
•Use telephony reporting, call and case monitoring insights, and stakeholder feedback to assess outcomes, identify service gaps and risks, and recommend improvements that inform the roadmap.
•Partner with IT and third-party vendors to monitor capabilities, track delivery commitments, surface dependencies and risks, and support resource planning and ongoing optimization of telephony services.

Responsibilities:

•Partner with stakeholders across OneHUB functions to understand end-to-end telephony needs, workflows and customer journeys, ensuring solutions support patients and health care professionals in compliance with regulatory guidelines.
•Support development and ongoing management of a unified telephony roadmap, aligning enhancements, sequencing and dependencies with cross-functional priorities and business objectives.
•Own the end-to-end business requirements lifecycle, including intake, discovery, documentation, validation, traceability and change management. Translate stakeholder needs into clear requirements, user stories and measurable acceptance criteria.
•Maintain a consolidated requirements backlog and facilitate prioritization with business stakeholders and IT based on business value, customer impact, risk, dependencies and available resources. Escalate competing needs for resolution.
•Serve as the business subject matter resource for telephony capabilities and workflows, including call routing, interactive voice response, queue management and integration requirements with customer relationship management systems and related services. Partner with IT and vendors on solution design and delivery.
•Help document current- and future-state process flows, identify opportunities for standardization and automation, and assess the impact of proposed changes across OneHUB functions.
•Coordinate business validation and user acceptance testing against agreed requirements and acceptance criteria. Track defects, support issue resolution and obtain stakeholder confirmation of business readiness.
•Coordinate rollout readiness, stakeholder communications, training needs and operational handoffs with functional teams, IT and vendors to support adoption and continuity of service.
•Use telephony reporting, call and case monitoring insights, and stakeholder feedback to assess outcomes, identify service gaps and risks, and recommend improvements that inform the roadmap.
•Partner with IT and third-party vendors to monitor capabilities, track delivery commitments, surface dependencies and risks, and support resource planning and ongoing optimization of telephony services.

Key Stakeholders:

OneHUB functional and operational teams using the telephony system; Digital & Data Excellence; IT/BTS; telephony and related technology vendors; Quality, Regulatory and Privacy partners; PAP Organization, Foundation, Commercial Brand, Patient Service and/or Supply Chain Teams

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at  the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors  including  geographic location, and we may ultimately  pay more or less than the posted range. This range may be  modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to  participate in our short-term incentive programs.  ​

Note: No amount of pay is  considered to be wages or compensation until such amount is earned,  vested,  and determinable. The amount and availability of  any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a   particular employee  remains in the Company's sole and absolute discretion unless and until paid and may be  modified at the Company’s sole and absolute discretion,  consistent with applicable law. ​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

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