About AbbVie
AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.co.uk. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
Job DescriptionThe Complaint Intake Analyst II works to support PMQA through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer. They will ensure accuracy of data from the customer in order to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules. They will also handle escalations for complex complaints. They will also serve as a subject matter expert in designated products.
Responsibilities
- Completes the intake process of complaints through phone, email and OneTrack.
- Conducts initial assessment of application for missing information and completes missing information customer outreach process to obtain required data
- Conducts the initial identification of the complaint code
- Coordinate the logistics for the complaint samples
- Partner with internal stakeholders for adverse events
- Supports more complex complaints that are escalates
- Serves as a Subject Matter Expert for a designated product within the team
- Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
- Leads translation services for reporting
- Identify the need for a reply letter to customers addressing the results of complaint investigations and send to complaint processing team to create
- High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
- A minimum of 3-5 years’ experience within a call center, preferably in a healthcare setting
- Strong attention to detail, critical thinking, and can work independently with minimal direction
- High quality customer service skills
- Ability to express ideas clearly in both written and oral communications
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
Skills Required
- High school diploma or equivalent
- College or 2-year Associate Degree
- 3-5 years experience in a call center, preferably in a healthcare setting
- Strong attention to detail, critical thinking, ability to work independently
- High quality customer service skills
- Clear written and oral communication skills
AbbVie Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AbbVie and has not been reviewed or approved by AbbVie.
-
Retirement Support — 401(k) contributions include a dollar-for-dollar match up to 6% plus an additional annual company contribution tied to age and service. Company-paid life insurance and other financial protections further strengthen long-term security.
-
Parental & Family Support — Paid leave programs include up to 12 weeks at 100% for parental leave and separate paid caregiver leave, with eligibility after six months where noted. Adoption and surrogacy reimbursements and family-building resources add further support.
-
Healthcare Strength — Health coverage begins on day one with medical, dental, vision, mental health, and prescription benefits, and preventive care covered at 100%. Options such as HSAs/FSAs and coverage for spouses/domestic partners and children up to age 26 broaden accessibility.
AbbVie Insights
What We Do
AbbVie is a global biopharmaceutical company focused on creating medicines and solutions that put impact first — for patients, communities, and our world. We aim to address complex health issues and enhance people's lives through our core therapeutic areas: immunology, oncology, neuroscience, eye care, aesthetics and other areas of unmet need.
