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.

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

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 goals. 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 Associate Content Management is responsible for the compliant execution of Customer Support Programs and The Lilly Answers Center services with emphasis on transactional tactic management, privacy processes, compliance, and quality processes. This role will report to the Director, Content Management in Lilly Patient Services.

Key Responsibilities:

Execution of LPS Transactional Tactics

Collaborates with business partners to ensure regulatory and compliance requirements and program requirements are met and followed for LPS processes

Communicates with supplier partner(s) to identify and complete quality system processes to ensure alignment

Being a strategic partner in the design of processes and controls that minimize risk to operating Customer Support Programs (CSPs) and The Lilly Answer Center (TLAC) Programs

Assess impacts of proposed changes to CSPs, TLAC, automation solutions, business processes, etc.

Provides technical expertise in integrating quality into business practices

Implementing improvements that allow systems and processes to be agile for not only the current CSPs and TLAC Programs, but also for future Support Programs.

Provide editorial insight to LPS transactional communications

Navigate the PCA tactic approval process and TLAC approval process for communications to Patients, Payers, Pharmacies, and Providers

Provide coordination within LPS over the tactic lifecycle and destruction processes and Privacy Binders by updating/maintaining/retiring as needed

Support process optimization and cost reduction

Building Relationships and Team Expectations

Cultivate an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, CSP Principles, TLAC and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy

Build strong, unquestioning relationships with peers in the Lilly matrix and third-party partners

Join 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 organizational change, innovation in vendor technology, and best-in-class customer engagements

Operate in a state of continuous compliance while meeting key business goals. 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 involvement in diversity, equity, and inclusion initiatives

Ensure understanding of team priorities and make strategic tradeoffs to meet business goals while managing time and financial investments. Aim to continuous improvement in base operations to reduce operating expenses and fuel innovation

Leverage support and customer concern processes to quickly resolve issues, to trend and proactively prevent issues, and to identify opportunities to improve operations and team performance

Basic Qualifications:

Bachelor’s degree

3+ years experience in a customer facing role

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 Skills/Preferences:

Ability to thrive in a fast-paced environment, with multiple priorities, and changing priorities, often on tight timelines

Demonstrated technical writing skills with high grammar fluency and high attention to detail

Demonstrated leadership, communication, customer service and interpersonal skills

Highly organized with the ability to prioritize in a rapidly changing environment

Experience with Veeva, Office365 power apps, Teams, Sharepoint

Experience with Quality Systems, Change Control, CAPA, Quality Assurance/Quality Control principles, etc.

Strong process development and process mapping skills/experiences

Demonstrated critical thinking, risk discernment, and decision-making skills

Demonstrated implementation and project management skills

Self-initiative / Ability to work independently and without close supervision

Initiative and problem-solving skills to pursue issues and take appropriate action

Previous experience in a Call Center or service team environment

Additional Information:

Travel: Less than 10%

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 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.

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.

#WeAreLilly