• Serve as a primary contact for assigned employer groups regarding benefits administration and service inquiries • Respond to employer, broker, and member requests via phone, email, and ticketing systems within established service standards • Educate employer groups on TPA processes, policies, eligibility rules, and available services • Build and maintain positive working relationships with clients and brokers • Coordinate with claims, provider relations, and stop-loss departments to resolve escalated issues • Research claim status inquiries and facilitate timely resolutions • Track and document service issues to ensure follow-through and client satisfaction • Maintain confidentiality and ensure compliance with HIPAA and company policies • Document client interactions and account activity accurately within internal systems • Support audit requests and reporting needs as required • Participate in employer implementations and renewals • Identify opportunities for process improvement and enhanced client experience • Support special projects and cross-functional initiatives as assigned

• Execute brand strategy and tactics in field, sales performance • Effectively manage assigned territory and targeted accounts • Build strong customer relationships and customer needs solving capability to maximize short and long term sales performance • Deliver sales performance, brand KPIs, financial targets, marketing objectives • Create pre-call plan objectives and execute post-call evaluation to continuously improve sales performance • Effectively handle objections, misunderstandings, concerns and consistently gain logical and reasonable calls to action to close on every sales call • Proactively and continuously aspire to serve customer needs, customer expectations and challenges to build trusted customer relationships • Develop and execute a call plan that achieves set call metrics and optimizes coverage and frequency to key customers to maximize access and sales opportunities • Continuously build understanding on customer needs and expectations, territory market landscape, competitors, market segments/dynamics, accounts, disease, product, clinical and sales expertise and share this market intelligence information with in-field team, brand team and sales manager to achieve alignment • Differentiate AbbVie’s value proposition with health providers assigned

• This role is field-based, and candidates should live within a reasonable distance from the primary city • Execute brand strategy and tactics in field, sales performance, effectively manage assigned territory and targeted accounts • Build strong customer relationships and customer needs solving capability to maximize short and long term sales performance placing the patient into the center of any efforts and operating within AbbVie’s business code of conduct, policies and all applicable laws and regulations • Deliver sales performance, brand KPIs, financial targets, marketing objectives, etc. in order to meet or exceed on those objectives • Create pre-call plan using SMART objectives and execute post-call evaluation in order to continuously improve sales performance • Effectively handle objections, misunderstandings, concerns and consistently gain logical and reasonable calls to action in order to close on every sales call • Proactively and continuously aspire to serve customer needs, customer expectations and challenges in order to build trusted customer relationships and to achieve win-win agreements between AbbVie and customers • Develop and execute a call plan that achieves set call metrics and optimizes coverage and frequency to key customers in order to maximize access and sales opportunities • Continuously build understanding on customer needs and expectations, territory market landscape, competitors, market segments/dynamics, accounts, disease, product, clinical and sales expertise and share this market intelligence information with in-field team, brand team and sales manager to achieve alignment • Differentiate AbbVie’s value proposition with health providers assigned and identify, develop and maintain disease state experts and speakers/advocates in order to maximize brand performance

• Managing client relations • Employee health duties • Occupational health program activities • Revenue cycle activities • Client account reconciliation • Client management meetings • Maintaining client issues list • Understanding various client/vendor processes for account follow-up • Proposing relevant programs • Reviewing reported client or account issues • Working proactively with clients, departments, and teams for timely resolution • Assisting with case management under FA worker’s compensation program • New hire and transfer physicals, EAP, random drug testing program, and annual employee health surveillance • Maintain the client base for Franciscan Working Well • Develop positive client relationships and market programs service • Establishing efficient revenue cycle and monitoring aging reports • Submitting CMV Driver examination reports • Maintaining follow-up procedures and working relationships with several responsible areas • Managing assigned vendor inventory • Performing account audits and periodic audits of contractual adjustments • Processing and following up on work denials and adjustments • Reviewing daily Recon reports