Job Description

• Ability to use virtual sales techniques to ensure positive results to an assigned list of healthcare professionals to offer product education, information on program/service offerings, samples, and resources while meeting and exceeding established daily and monthly call volume metrics
• Successfully complete product training and meet training expectations to service customers within the parameters of the program
• Facilitate account management skills (account planning, field resource coordination; close, support customer education and promotion need, reporting)
• Engage healthcare professionals with in-depth informational/promotional communications in accordance with policies and procedures set by the program and compliance guidelines to grow prescription volume
• Establish phone presence - commanding and engaging, ability to create rapport and grow relationships with healthcare professionals from all levels – including office staff, Medical Assistants, nurses, and doctors
• Demonstrate thorough knowledge of product and ensure clear, concise and accurate communication of product information with target audiences using appropriate clinical terminology
• Listen and respond appropriately to customer needs and questions, thereby ensuring acceptance of, or agreement with program objective
• Process customer requests related to product information, cost and savings, product samples and literature in a timely, accurate, and professional manner
• Display ability to thoroughly answer questions related to process of securing product samples and literature
• Provide information pertaining to additional sources of information regarding product and services, such as referral to websites or other appropriate resources
• Display a positive attitude and customer focus, provide timely resolution for all customer issues, concerns, and/or questions
• Project a professional and positive company image through all phone interactions
• Manage inbound and outbound call activity effectively, ensuring adequate coverage of inbound call volume when necessary
• Navigate phone conversations with approved best practices and according to compliance guidelines
• Understand systems and accurately enter all relevant information into system, including any follow up actions in accordance with policies and procedures, ensuring data integrity
• Collaborate with appropriate team members to determine necessary strategic sales approaches. Maintain the required product expertise
• Partner with Field Sales, Operations, and Marketing to further identify methods to improve effectiveness
• Meet and exceed established daily, weekly, and monthly outbound call volume metrics and other productivity goals successfully
• Manage targeted list of healthcare professionals, and provide value-added benefits to grow product volume
• Manage daily sales call activity to optimize time and maximize the achievement of sales objectives
• Identify, prioritize, and drive opportunities to create access, programs, and processes that drive demand
• Effective and timely communication with Manager
• Follow established escalation pathways required for issue resolution
• Maintain training materials and job aides, keeping current with updates provided by the training department
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)

Qualifications

• The ideal candidate will have a background in direct selling, and a bachelor’s degree is preferred

• The candidate is required to have at least 2 years of customer service and/or sales experience

• Self-starter, ability to work independently, highly organized, superior communication and relationship building skills

• Preferred Skills/Qualifications

• Understanding of medical terminology, ability to pronounce medical terms

• Knowledge of medical device, pharmaceutical market or related field

• Experience in the healthcare industry involving interaction with physicians, patients, and office staff is preferred

• Skills demonstrating professional phone etiquette

• Ability to use Microsoft Office, Outlook MS Word, Excel, PowerPoint

• Knowledge of Salesforce preferred

• Excellent time management skills

• Ability to learn, assimilate information into practice to follow established, mandatory best practices including, but not limited to

  • Daily activity, goals, metrics
  • Proficient usage of applications, databases, and other core tools
  • Maintaining strict quality control standards and performance monitoring
  • Providing input on quality of calls, job aids, and targeted opportunities for ongoing improvement of daily output

• Effectiveness working independently and in a team environment

Additional Information

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.​​

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.

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

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html