Initiatives and Solutions Associate

About the role

AbbVie is seeking a customer and patient centric Initiatives and Solutions Associate for a 6-month contract based in its new Sydney CBD location. The role is the first point of contact for healthcare professionals (HCPs), understanding their needs and triaging specialised requests, and acts as the main contact for medicines access programmes and their coordination.

Key responsibilities

• Resolve straightforward customer issues independently and escalate complex ones for timely resolution.
• Manage and coordinate AbbVie's Medicines Access programmes, including interfaces with internal and external stakeholders.
• Handle incoming orders and inquiries from various sources and provide basic troubleshooting for HCP technical inquiries.
• Use tools such as the Five9 phone system, CRM, case management systems, websites and knowledge bases to deliver seamless interactions.
• Gather and respond to customer feedback and report adverse events within 24 hours, forwarding them to pharmacovigilance and supporting AE reconciliation.
• Support the compassionate supply programme by managing systems, databases, workflows and documentation.
• Work with sales, marketing and technical support teams, monitor metrics, generate reports and recommend improvements.
• Adhere to WHS, code of conduct and compliance requirements, and perform ad hoc administrative tasks.

Required profile

• Pharmaceutical industry knowledge.
• Frontline customer management experience is desirable.
• Knowledge of pharmaceutical regulations and compliance, and understanding of medical terminology.
• Ability to stay calm under pressure and handle difficult customers.
• Excellent time management, communication, problem-solving, conflict resolution and negotiation skills.
• Flexibility to occasionally join business meetings outside standard hours.

Required skills

• CRM systems or other access portals.
• Supply chain management and HCP and patient support programmes.
• Microsoft Office and CRM management.
• Report preparation and business analysis experience.