Program Manager - Customer Support Program Hub

Eli Lilly - Indianapolis, IN4.2

Are you seeking a career that makes a difference in the world? Are you passionate about creating new and improved business solutions to improve customer experiences? If so, we have the role for you!

The Associate Consultant plays an integral role in helping Lilly become our customers’ preferred company by delivering a positive Hub experience that makes it as easy as possible for patients to start and stay on their prescribed therapy by appropriately addressing reimbursement access, affordability and adherence barriers. This role will manage program level integration and outcomes measurement and advance the Lilly USA’s CSP capabilities toward the future with all therapeutic platforms. Based on business needs, this role may manage or lead special projects as needed to quantify and measure the outcomes of patient support programs and services. The complex, rapidly changing healthcare environment requires the candidate to be a passionate, honorable, resilient, agile learner who is both accountable and adaptable as s/he constantly strives to improve delivery of the Hub experience focused on customer service, access, affordability, variability and associated outcomes in the ever-changing healthcare environment for specialty products. Attention to detail, customer experience focus, technical knowledge, and strong communication skills are critical in implementing, managing against baseline operating procedures. The ideal candidate is self-motivated, with demonstrated skills in collaboration/teamwork, strategic thinking, effective time management and strong business acumen. This role will work cross-functionally with business partners in Legal, Privacy, Compliance, CSP System Support CIQ, MHS, and brand teams.

Summary of Job Responsibilities

Demonstrate knowledge of Lilly’s and Lilly Patient Services’ vision, mission, business strategies/goals, products, processes, compliance requirements, marketing principles/practices and tools.

Display high-level knowledge of the pharmaceutical market, key concepts and relationships among the different players.

Exhibit technical knowledge that includes Hub Program Management SOPs, (Program Specific Procedures) PSPs and systems; relevant therapeutic areas; access and reimbursement environment procedures; call center vendor operations; proprietary systems, policies and procedures; Lilly’s current specialty support services and customer support programs; and privacy, legal and regulatory requirements for customer support programs.

Continuously seek opportunities to improve Lilly’s people, processes and systems. Identify, test, measure, codify and share key learnings.

Document, maintain and measure the effectiveness of programs, identify inefficiencies, prioritize opportunities for improvement, influence others as needed, and work cross-functionally to scope, secure approvals and implement new/redesigned service standards or resources within defined change control process.

Participate in Hub and FRM key strategy/initiative development (eg: Annual Business Plan process, Quarterly Business Reviews, etc.) to optimize development and execution of business critical strategies.

Collaborate with hub operations and FRM teams to identify opportunities for establishing goals and improvements by extracting and analyzing data for programs such as:
Quality Monitoring
PA/Appeal approval and denial rates
Savings Cards
Formulary Upgrade conversions
Ad hoc hub/FRM program analytics
Partner with Reporting/Analytics teams focused on optimization of processes (Business process, PCP processes, etc.) aligned with key business critical measurements.

Understanding and strategizing new market capabilities and their impact on the business

Potential piloting of processes that can be rolled out to the LPS organization or performed at the hub or field level

Company Overview

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 39,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Basic Qualifications

Bachelor’s degree
Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position

Additional Information

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

Additional Skills/Preferences

Customer service program design and/or implementation experience
Experience collaborating cross-functionally and on teams
Understanding of payer, reimbursement, specialty pharmacy, billing and coding processes and methodologies
Critical thinking
Experience with CRM software (e.g., SalesForce Patient Connection Platform)
Experience with Lilly Marketing organization or supporting Hub Pod