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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.

Associate/Sr. Assoc./Mgr. - Lilly Patient Services Platform & Data Enablement

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.

The Platform & Data Enablement role is responsible for ensuring the delivery of platforms and solutions meet the needs of Lilly customer support programs. The role will collaborate with business peers, product owners, technology solutions experts and third parties to identify and document problems, define requirements, test and ensure acceptance of quality solutions. This position will report to the Director, Platforms & Data Enablement in Lilly Patient Services.

Key Responsibilities:

Platform Operations Execution

+ Serve as business subject matter expert of core technology capabilities used by Lilly’s customer support programs (CSP).

+ Garner a deep understanding of CSP operations.

+ Analyze data to identify trends, opportunities, and problems.

+ Proactively provide recommendations to enhance user or customer experiences shaped by Lilly CRM platforms and peripheral capabilities.

+ Collaborate with LPS peers to document business challenges using methods such as process mapping, data flow diagrams, business requirements documentation, and business cases to accurately translate the current state and desired future state in an easily understandable way.

+ Create, translate, and update detailed business requirements. Participate in planning, prioritizing and testing activities with Tech@Lilly and third-party vendors to ensure business needs are met in a timely manner.

+ Understand data integrations with vendors and Lilly, leading the creation, review, and sign offs of data transfer agreements.

+ 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 impact of implemented capabilities.

+ Provide consultation to Tech@Lilly and third-party vendors on business impact of 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 Qualifications:

+ Bachelor’s degree in Information Systems or similar

+ 2+ years of experience with call centers capabilities (CRM, telephony/IVR, omni-channel communications) or healthcare systems (claims processing, EMR, patient applications)

+ Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.

Additional Skills/Preferences:

+ Familiarity or experience using process mapping, data flow or diagramming tools to ensure clear delivery expectations (telephone/call trees, system diagrams, process models, etc.)

+ Experience managing user experience (UX)

+ Experience in pharmaceutical or healthcare industry

+ Experience running multiple projects on critical timelines

+ Vendor management experience

+ Experience working with agile project management methodologies such as SCRUM and Kanban

Additional Information:

+ Travel: 0-10%

+ Indianapolis-based. This role is not approved for remote work.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$57,750 - $129,800

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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