Customer Solutions Specialist – Richmond/DC/Baltimore - PVA96584 - (R1031775) in Richmond, VA at IQVIA™

Date Posted: 6/25/2018

Job Snapshot

  • Employee Type:
  • Location:
    Richmond, VA
  • Experience:
    At least 2 year(s)
  • Date Posted:
  • Job ID:

Job Description

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.
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.
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.
IQVIA offers a friendly, progressive work atmosphere and a comprehensive benefits package including medical, dental, life insurance and vision coverage, tuition assistance, and 401(k).
We look forward to the prospect of working with you! Please apply on-line at:
EEO Minorities/Females/Protected Veterans/Disabled

Job Requirements

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. 

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

Job ID: R1031775

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