Debbie Martins Email & Phone Number

Dublin, Ie

• Led a team responsible for executing 30 new services, offerings, and enhancements. • Delivered quality and compliance for reimbursement hub.• Introduced new system and process enhancement methodology that added structure for obtaining leadership and information technology (IT) buy-in.• Negotiated compliant validation process with legal to ensure enrollments were routed to the highest performing specialty pharmacy with optimal fill rates. • Launched Alkermes’ online “Insurance and Pharmacy Navigator” tool used by healthcare providers (HCPs) to access specialty pharmacy and prior authorization information based on patient insurance.• Supported the launch of Lybalvi by creating an enrollment form, sales tool, and approval of ~20 hub communication pieces for use in processing enrollments and patient assistance program (PAP) applications.• Launched SMS messaging to patients from coordinator team for two brands achieving 15% higher welcome call reach rates.• Partnered with brand marketing to create sales awareness of hub services for three brands.

Tokyo, Jp, Jp

• Managed multi-vendor program which induced product trial or retention with HCPs and patients including hub reimbursement, free trial, copay, and smart start for the immunoglobulin (Ig) business.• Launched Shire’s “MyIgCoPayCard” program for eligible patients with primary immunodeficiency (PI), allowing over 1,100 new enrollments and connections to patient advocates.• Introduced improvements to HelloHYQVIA, a free trial program, supporting over 2,000 enrollees, minimizing time from enrollment to first infusion, and decreasing dropout rate. Launched HelloCUVITRU free trial program at drug launch.

Illinois, Us

• Managed relationships and set strategic direction with key advocacy organizations.• Managed patient advocate customer relationship management (CRM) and consumer database.• Led efforts for nine Immune Deficiency Foundation (IDF) walks for primary immunodeficiency in 2015, resulting in ~100 new enrollments in MyIgSource, the patient support program.

• Evaluated sales operations business processes to identify efficiencies in order processing• Developed customer centric operating procedures• Partnered with SAP IT to develop system enhancements to decrease order processing times

• Responsible for execution of multiple systems for startup of second specialty pharmacy operation including pharmacy operating solution, document management system, cloud-based contact center solution, and cloud-based fax solution.• Hired and managed intake specialists who served as the patient's first introduction to the company.• Established key service level agreements (SLAs) and reporting requirements.

Abbott Park, Illinois, Us

• Led a team focused on optimizing contact center technology and contact center analytics and insights, and creating brand awareness.• Managed all customer facing materials including a pharmacy website, promotional materials, and customer facing templates.• Established benchmarks and best practices for key metrics, call routing optimization, agent quality call monitoring, and agent compliance to support 400 agents.

Abbott Park, Illinois, Us

• Principal architect for the contact center vision, design, and build for a specialty pharmacy startup.• Successfully transitioned reimbursement service offering from existing outsourced vendor to an Abbott owned specialty pharmacy team.• Aligned brand customer experience expectations with legal and pharmacy requirements, leading to a successful launch and future scalability.• Hired and managed an initial team of 30+ comprised of supervisors and staff responsible for communications with physicians and patients and a business analyst.

Abbott Park, Illinois, Us

• Set vision and strategy for HUMIRA call center and service offerings including reimbursement, nursing (in-home injection training and call support), and patient services, handling over 350,000 calls annually via more than 200 toll-free numbers.• Accountable for multi-vendor management, program execution, analytics, and integration with the consumer database.• Directed contact center launch activities for Psoriatic Arthritis, Crohn's, Ankylosing Spondylitis, Polyarticular Juvenile Idiopathic Arthritis, and Psoriasis.• Led efforts to migrate to a new automatic call distributor (ACD) web-based solution, establishing a single contact center platform for HUMIRA reimbursement, nursing, and general services. Migration resulted in a 45% reduction of redirected calls, improving first call resolution and the customer experience.• Launched the call center efforts for the HUMIRA protection plan copay program, resulting in a patient opt-in rate of 85%.

Bachelor Of Science (Bs), Marketing

Associate'S Degree, General Studies