Customer Solutions Specialist – Dallas/Kansas City/Oklahoma City - PVA96584 (R1093314) in Dallas, TX at IQVIA™

Date Posted: 9/16/2019

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma get their medicines to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients. A significant part of our business is acting as the biopharma’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

We are excited to announce that at this time we are looking for Customer Solutions Specialists to join our team of over 10,000 global field representatives in several regions making over 20 million product details annually for our pharmaceutical and biotech clients.  

The Customer Solutions Specialist is the primary AbbVie resource responsible for interfacing with healthcare providers considering or using the Humira Complete Online Patient Management Solution to help initiate and manage a patient’s HUMIRA therapy.  The Customer Solutions Specialist’s responsibilities can include, but not be limited to:

  • Working with healthcare providers to uncover barriers to initiation and management of a patient’s HUMIRA therapy that can be potentially addressed through the Online Patient Management Solution.
  •  Ability to access, navigate, and train office personnel on the Online Patient Management Solution website utilizing Windows based operating systems.
  • Training on AbbVie-proprietary software in physician and/or hospital healthcare systems to coordinate benefit checks, prescription approvals and routing prescriptions according to the patient’s insurance requirements.
  • Introducing healthcare providers to other patient services that can be coordinated through the Online Patient Management Solution or comparable systems. 
  • Responding to and/or troubleshooting healthcare provider issues associated with software.
  • Working with healthcare providers to pull-through training and promote software utilization on an ongoing basis.

Core Job Responsibilities

Account Pre-Training:

  • Work with healthcare providers, pharmacists, and/or office staff to uncover office patient on-boarding process and HUMIRA patient’s on-boarding challenges.
  • As needed, assist sales reps in customer site visits to assess current workflows and where the Online Patient Management Solution or comparable solutions might assist patients.  Upon request, demonstrate the Online Solution or comparable software functionality to help gain commitment to train. 
  • Evaluate the training-readiness of accounts based upon technical requirements and completed pre-work.
  • Coordinate routing/scheduling with local sales representatives, account managers/executives, and managers.

Account Training, Retraining and Follow-up Training:

  • Perform light, on-site trouble-shooting of internet connectivity challenges while on-site at the customer’s location.
  • Lead customers through system registration process including:
    • Establishing usernames and passwords
    • Capturing of signatures for professionals
    • Associating staff to prescribers and sites of business.

Note that registration must comply with good information technology practices for password complexity and ensure the desired customer workflows are maintained and fully compliant with prescribing regulations.

  • Train customer personnel on how to use Abbvie’s software during system training to ensure proper prescribing and use of system is ensured.
  • Educate customers on how the processes executed within the system comply with all state pharmacy laws, HIPAA, and site-specific workflows to ensure successful use of the system after training and training are completed.
  • Introduce appropriate healthcare providers to other services that can be accessed through the Online Patient Management Solution or comparable services.

Minimum Education

  • 4-year degree or relevant experience.

Experience / Training Required


  • Demonstrated ability to uncover patient needs indirectly through dialogue and querying of healthcare providers.
  • Demonstrated ability to map and understand internal processes.
  • Demonstrated ability to influence others, including internal peers, through knowledge.
  • Demonstrated ability to partner cross-functionally, leveraging aligned interests in order to drive results.
  • Ability to travel overnight – 75%


  • 2 or more years of successful pharmaceutical sales experience within physician offices promoting drugs requiring prior authorization for prescriptions to be filled.
  • Strong knowledge of specialty pharmacy capabilities and processes. 
  • Proven track record over multiple years of meeting and exceeding goals in a specialty marketplace.
  • Knowledge of regulations and compliance requirements affecting prescribing pharmaceuticals.
  • Familiarity including patient-focused services as part of a total value proposition.


  • Is comfortable with technology, including hardware trouble shooting and wireless internet connectivity. 

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at to arrange for such an accommodation.

Job ID: R1093314