Associate Director, Field Care Model Operations
About The Position
The Associate Director, Field Care Model Operations is a field-based execution role within AbbVie’s Patient Services Botox franchise team. The role is responsible for supporting the successful rollout of Botox Complete and new features, and building field readiness for upcoming IRA and Medicare policy changes. Its focus is hands-on operational support and enablement, including resolving field problems and helping teams execute effectively. Embedded alongside Field Reimbursement Managers (FRMs) and regional teams, this role provides technical triage, care model support, escalation management, and field training. It also translates relevant IRA policy developments into practical guidance and tools for FRMs and customers. The position requires frequent field presence, regular regional visits, and travel for national meetings and other team needs. It is remote/field-based and operates in a fast-paced, operationally intensive environment that often involves real-time problem-solving.
Requirements
- At least 7 years of experience in patient services, care model support, field reimbursement, or a closely related function in the pharmaceutical or biotech industry.
- Demonstrated ability to operate effectively at a senior level in a matrixed, cross-functional environment.
- Direct experience working alongside or within field-based teams and comfort operating in an unstructured, high-travel environment.
- Strong working knowledge of patient support programs, HUB services, specialty pharmacy operations, and access and reimbursement dynamics.
- Familiarity with Medicare and the implications of the Inflation Reduction Act (IRA) for brand and patient services strategy.
- Demonstrated ability to triage and resolve complex operational issues under time pressure, with strong follow-through.
- Excellent communication and facilitation skills, including the ability to translate complex policy or process content into clear, actionable guidance for field teams.
- Ability to influence without authority across a matrixed organization.
- Ability and willingness to travel 60–75%, including regular regional field visits and periodic national meetings.
Nice To Haves
- Experience supporting a care model launch or major patient services program transition.
- Familiarity with IRA implementation timelines and Medicare negotiation mechanics as they apply to specialty brands.
- Prior experience in a field training or field enablement role.
- Background working within or alongside a franchise or brand team structure.
Responsibilities
- Serve as the senior field resource for care model implementation, supporting FRMs and customers during launch and ongoing feature rollouts.
- Act as an escalation point for care model and patient services issues arising in the field.
- Conduct regular field visits with FRMs to observe execution, identify friction points, and provide real-time problem-solving support.
- Monitor consistency of care model execution across regions and report patterns and gaps to leadership with recommended solutions.
- Provide field teams with expertise on patient services offerings so FRMs can accurately represent program features to HCPs and their staff.
- Develop working knowledge of IRA provisions relevant to Botox, including program design, Medicare dynamics, and formulary implications.
- Partner with Market Access, Training, and Commercial teams to turn IRA policy changes into field guidance, FAQs, and objection-handling tools.
- Track emerging IRA implementation signals from the field and share intelligence to inform national strategy and messaging adjustments.
- Design and lead FRM training on care model features and patient services programs using field observations and regional best practices.
- Coach and guide FRMs, serving as an accessible field resource for care model and patient services questions.
- Partner with HUB, Training, Market Access, and Patient Services colleagues to advance care model goals and resolve systemic operational barriers.
- Influence outcomes across matrixed teams without direct authority through field expertise and consistent follow-through.
Benefits
- Paid time off, including vacation, holidays, and sick time.
- Medical, dental, and vision insurance for eligible employees.
- 401(k) for eligible employees.
- Eligible to participate in long-term incentive programs.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
