Patient Experience Manager at AbbVie

Responsible for leading the planning, coordination, oversight, implementation, and management of the patient experience for the Patient Support Program in Chile, bringing a strategic perspective aligned with the needs of the affiliate’s Business Units. The role plays a key part in cross-functional collaboration to ensure the successful implementation of strategies that drive program reach and enable outcome measurement, ultimately strengthening critical touchpoints across the patient journey.

At Abb Vie, we are seeking a Patient Support Program (PSP) Manager for Chile with strong experience in the comprehensive management of patient-centered programs, project management, data analysis, and a strong business orientation. This individual will be responsible for leading, planning, managing, and continuously improving the patient experience within the Patient Support Program in Chile, generating actionable insights and leading the end-to-end design and implementation of new initiatives that enhance the patient experience and contribute to business objectives.

Key Responsibilities

• Lead the continuous improvement of the Patient Support Program in Chile, ensuring an outstanding patient experience throughout the entire patient journey.
• Manage, coordinate, and execute end-to-end projects within the Patient Support Program through the implementation and planning of strategic actions based on business insights and identified unmet needs along the patient journey.
• Oversee and effectively manage program vendors, leading monitoring, training, effectiveness, and efficiency processes to ensure proper execution of program services and continuous improvement in patient care.
• Lead the assigned field team and ensure effective coordination among Abb Vie’s field stakeholders, driving the successful execution of strategies in the field.
• Ensure effective management of program services, maintaining high satisfaction levels among physicians and patients while ensuring adherence to approved procedures.
• Manage budget tracking and control, including purchase order generation and continuous identification of resource optimization opportunities.
• Actively participate in Brand Teams, providing strategic PSP insights, presenting results, identifying opportunities, and driving value proposals aligned with each brand’s strategy.
• Analyze and develop program KPIs and performance metrics, generating strategic reports, identifying optimization opportunities, and ensuring full traceability of results. Identify trends, needs, and high-impact opportunities to elevate the patient experience in alignment with brand strategy.
• Drive innovation and evolution of the PSP by proposing initiatives that integrate new technologies, care models, and patient-centric approaches to strengthen and maintain the program’s leadership position.
• Manage, update, optimize, and ensure the maintenance of the program’s digital platforms (CRM, website, portals) to enhance the patient’s digital experience, working closely with development and digital teams.
• Collaborate in the implementation, needs assessment, and launch of new patient support programs.
• Support the development of communication materials, campaigns, policies, and processes, ensuring their continuous update, relevance, and reach.
• Ensure compliance with all program policies as well as Abb Vie internal processes, in alignment with Compliance and Legal requirements.

Requirements

• Bachelor’s degree in Communications, Marketing, Business Administration, or related fields.
• Minimum of 3 years of experience leading Patient Support Programs (PSP) within the healthcare industry.
• Strong knowledge of data analysis and analytics tools (e.g., Excel, Google Analytics, among others).
• Proven ability to lead cross-functional projects, effectively managing timelines and resources.
• Strong stakeholder management and relationship-building skills with a focus on patient/customer experience.
• Fluent English.

Abb Vie 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.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

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About Abb Vie

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.