Lilly Patient Services leads Customer Support Programs (CSP) within Lilly USA. CSPs help patients by providing a variety of support services. The programs help patients navigate insurance and health benefit information, often provide live device training, assist with copay card enrollment, as well as other forms of patient support. The Platform team in Lilly Patient Services ensures that every patient receives an excellent experience by building the processes, tools, and technology used by our contact center and field staff. The LPS Platform Administrator plays a key role in designing the systems used across LPS CSP programs, designing feedback loops from stakeholders and platform users, addressing issues preventing or slowing exceptional customer experiences, and aggregating trends in to requirements for further program improvements.
Develop deep knowledge of program processes and capabilities.
Assist field reimbursement team and call center agents with process and capability questions
Document platform user questions and resolutions for trending and continuous improvement of the platform
Work with LPS Business Integrators to document new capabilities, design new tactics, and develop new program services.
Assist the Platform Quality Team in assessing implementation concerns, technical challenges, or process assumptions.
Aid in translating processes into official procedure documentation, identify gaps in technology’s ability support expected procedures, develop the monitoring program for points of risk or complexity in the process
Work with LPS Program Advisors to communicate program operation trends and insights
Assist the LPS Quality team in writing or revising program SOPs.
Develop call center operation monitoring measures and provide insights into areas of potential efficiency or value
Liaison with LPS leadership to identify issues for vendor Quarterly Business Review and Steering Committee
This role may also be involved in a wide range of projects focused on building stronger CSP capabilities and bringing new technology onto the platform.
You may be tasked to lead projects, participate as a team member, assist with project management, or provide data and analysis to the team.
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.
Bachelor’s degree in relevant field
Preferred field of study in Business Administration, Accounting, Computer Science, Computer Information Systems or a related field
Experience using Saleforce.com or similar CRM, Visio, Tableau or similar systems
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.
Work experience with telephony systems, database administration, data quality, analytics, reporting, operations, and platform administration
Contact center experience
Project management experience
Experience documenting technical process or writing detailed procedures