Adverse Event Warranty Claim Case Manager (Hybrid)

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

The Case Manager oversees claims of adverse events incurred by patients treated with an AbbVie medical device. They serve as the main point of contact for healthcare professionals, patients and internal stakeholders, with a heavy focus on gathering necessary information and documentation to verify claims and determine financial compensation. The case manager manages the entire claims process from start to finish, including complex issues, and ensures adherence to AbbVie's reimbursement policy. They also handle escalations and utilize strong customer relationship skills to settle claims. Additionally, the case manager serves as they key point of contact within the organization for these type of adverse events and is responsible for product complaint documentation and follow-ups. 

• Supports PMQA and marketing by independently processing adverse events claim reports from beginning to end, without third-party support. 
• Serves as the main point of contact for HCPs, patients, and internal stakeholders.  
• Completes the intake process for complaints through call center, email, OneTrack. 
• Conducts daily outreach to patients and accounts for multiple cases, providing status updates and follow-up as needed. 
• Handles product complaint documentation and reviews all non-medical complaint content.  
• Manages escalations for complex complaints where circumstances fall outside of pre-identified parameters. 
• Serving as they key point of contact for this process, they identify critical information needed for timely intake, complaints, and warranty claims for adverse events, limiting escalations.  
• Initiates and processes Adverse Event claims in OneTrack.  
• Collaborates with internal departments to determine if reimbursement is approved or denied and notifies the appropriate stakeholders to process payment as needed in accordance with AbbVie’s reimbursement policy 
• Communicates the results of complaint investigations and claims to accounts and patients and send follow up and closure letters as needed. 
• Interfaces with internal and external AbbVie customers (patients, physicians, nurses, pharmacists, hospital personnel, risk managers, sales representatives, technical support, and the commercial organization) regarding AbbVie product complaints. 

• High school diploma or equivalent required.  Associate or bachelor’s Degree in physiological sciences or equivalent working knowledge is preferred. 
• A minimum of 3-5 years’ experience within a call center, preferably in a cGMP or clinical setting 
• Previous customer experience and/or complaint handling preferred, with high quality customer service skills in pharma/healthcare industry. 
• Knowledge of FDA requirements for Quality Systems, pharmaceutical products, and Medical Device Reporting regulations (21 CFR 803, 820 and 211).  
• Strong customer relationship skills is needed 
• Ability to handle sensitive information  
• Ability to prioritize multiple projects to ensure compliance with regulations and standard operating procedures is preferred. 
• Solid written/verbal communication and organizational skills. 
• Knowledge and application of computer systems for word processing and complaint management. 
• Ability to work with cross-functional teams and to interact effectively with peers, management, and customers. 

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. ​

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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. ​

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AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.