Associate - Lilly Patient Services (Lps) Platform Solutions

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 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.

Organization Overview:

Lilly Patient Services (LPS) is a center of excellence for US Patient Services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives.

Members of LPS should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.

Key Responsibilities:

This role is responsible for ensuring the delivery of platforms and solutions meet the needs of Lilly customer support programs and call center operations. The role will collaborate with business peers, product owners, technology solutions experts and third parties to define requirements, test and ensure acceptance of quality solutions. This position will report to the Senior Director, Platform Solutions in Lilly Patient Services.

• Serve as business subject matter expert of core technology capabilities used by Lilly’s customer support programs (CSP) and The Lilly Answers Center (TLAC).
• Engage with peers in LPS and Tech@Lilly to translate business problems into requirements.
• Create and handle detailed business requirements and participate in (sprint) planning, prioritizing (backlog grooming) and testing activities with Tech@Lilly and third-party vendors to ensure rapid delivery in an agile environment.
• Lead day-to-day quality processes and change management requests.
• Review business cases, assess capacity and impact with Tech@Lilly, and identify post-implementation monitoring needs.
• Monitor performance of capabilities and support Tech@Lilly and third-party vendors when they troubleshoot technology issues.
• Support product launches to ensure core technology implemented by Tech@Lilly and third-party vendors meet the needs of the approved business strategy.
• This role will also be involved in a wide range of innovation projects focused on growing our digital first approach for the consumers of Lilly Patient Services.

Building Relationships and Team Expectations:

• Foster an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, Customer Support Program Principles and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy.
• Build strong, trusting relationships with Lilly peers and third-party partners, specifically key business partners in Tech@Lilly, Lilly Value and Access, and other functions critical to program and organizational success.
• Participate in learning and development opportunities to ensure delivery of exceptional value to our customers and Lilly business partners, including efforts to obtain expert level of understanding of the healthcare and pharmaceutical environment, trends in digital patient support and provider workflow integration, innovation in vendor technology, and best-in-class customer engagements.
• Operate in a state of continuous compliance while meeting key business objectives. Provide feedback to peers and leaders to help meet individual and team performance goals.
• Prioritize performance management and development discussions with supervisor and mentors. Help team achieve corporate diversity goals and objectives through active participation in diversity, equity, and inclusion initiatives.
• Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while handling time and financial investments. Aim to continuous improvement in base operations to reduce operating expenses and fuel innovation.
• Leverage support and escalation processes to quickly resolve issues, to trend and proactively prevent issues, and to find opportunities to improve operations and team performance.

Basic Requirements:

• Bachelor’s degree or equivalent in Information Systems or similar
• 2+ years experience with call centers capabilities (CRM, telephony/IVR, omni-channel communications) or healthcare systems (claims processing, EMR, patient applications, HCP portals).

Additional Skills/Preferences:

• Demonstrate delivery in a rapid and agile technical environment
• Exhibit proficiency in problem solving and critical thinking
• Familiarity or experience leveraging process mapping, data flow or diagramming tools to ensure clear delivery expectations (telephone/call trees, system diagrams, process models, etc)
• Experience in pharmaceutical or healthcare industry
• Experience running multiple projects on critical timelines
• Vendor management experience

Additional Information:

• Travel: 0-10%
• Indianapolis based

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.
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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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