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!
As the Customer Support Programs Management Associate, you will play an integral role in helping Lilly become our customers’ preferred company by delivering a positive experience that makes it as easy as possible for patients to start and stay on their prescribed therapy. As part of the team, you will address reimbursement access, affordability and adherence barriers. You will manage Lilly’s Immunology Customer Support Program (CSP) engagement and advance our capabilities toward the future with the Immunology platforms. Based on business needs, this role may lead programs or aspects of programs (e.g. Benefits Investigations or on-going support program) for multiple brands. The complex, rapidly changing healthcare environment requires you to be a passionate, honorable, resilient, agile learner who is both accountable and adaptable as you constantly strive to improve the delivery of the program experience focused on customer service, access, affordability, and variability specialty products. Being able to pay attention to detail, deliver a positive customer experience focus, comprehend technical knowledge, and provide strong communication skills are critical in implementing and managing against baseline operating procedures. You will need to be self-motivated, with demonstrated skills in collaboration and teamwork, critical 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 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.
Vendor Management: Build strong relationships with vendors to ensure excellent customer service is provided to customers with a keen eye on compliance. Review and approve vendor invoices, while looking for continuous productivity improvement through close management of program. Work closely with Vendor and Field Reimbursement Team to handle customer service issues.
Exhibit technical knowledge that includes Customer Support Program Management standard operating procedures and systems; appropriate 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 takeaways.
Document, maintain and measure the effectiveness of Patient Support 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.
Build trust and rapport with Brand and field teams by demonstrating a commitment to shared objectives and communicating efficiently.
Participate in Brand and Field Reimbursement key strategy/initiative development (eg: Annual Business Plan process, Quarterly Business Reviews, etc.) to elevate development and execution of business critical strategies.
Build credible relationships with contracted Specialty Pharmacy partners by ensuring a focus on collaboration to mitigate variability/confusion for both consumers and HCPs while maximizing customer (consumer and Healthcare Providers) experiences due to both Specialty Pharmacies and CSPs direct interaction with these customers. Additionally, focus on gaining efficiencies and decreasing redundancies.
Collaborate with cross-functional teams to seek opportunities to establish goals and improvements for the desired Customer Support Program experience; set and maintain appropriate expectations by communicating the implications of choices; and guide a Brand on how much change can readily and effectively be embraced by CSP agents in a specific timeframe.
Define new tasks and responsibilities, and work with Lilly Patient Services Operations to determine impact on program costs.
Partner with Hub Operations Quality team to develop and maintain PSPs that define the Brand Hub experience. Work effectively with Legal, Privacy and Hub Operations to document the required CIQ/PCA/PCI processes for new Brand services (SOPs and PSPs).
Partner with Reporting/Analytics teams focused on optimization of processes (Business process, PCP processes, etc.) aligned with key business critical measurements.
Manage Hub program materials. Partner with PCA team in the creation, approval and updates of materials. Review brand materials that refer to Patient Support programs. Partner with Brand(s) to ensure that approved tactics are launched successfully. Ensure compliance with destruction notices.
Lead and support third-party call center manager.
Coordinate Lilly’s response to unique customer issues and quickly provide guidance to appropriate internal partners.
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 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.
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.
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.
Customer service program design and/or implementation experience
Strong learning agility
Strong ability to collaborate cross-functionally and on teams
Call center experience
Vendor management experience
Familiarity with telephony technologies
Experience with CRM software (e.g., SalesForce Patient Connection Platform)
Experience with Lilly Marketing organization or supporting Hub Pod