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.

Lilly Patient Services

Associate Director, CSP Contact Center

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 Associate Director, CSP Contact Center is responsible for the successful execution of customer support programs at CSP contact center(s). This role will report to the Sr. Director, CSP Contact Center in Lilly Patient Services.

Key Responsibilities:

CSP Contact Center Execution

• Participate with vendors to execute US customer support programs processes and technology
• Participate in reviewing, refining and developing various Contact Center metric reports with the vendor to ensure proper compliance. Implement changes with vendor as required
• Participate in the development and review of customer experience measures to identify trends and execute improvement recommendations as necessary across impacted programs
• Work with vendor(s) and other LPS team members to ensure compliance with training and quality standards and identifying and reporting non-compliance. Identify and implement solutions for corrective action as required.
• Lead and participate with other LPS team members in providing shared learnings and execute efficiencies across contact center pods/programs
• Participate and provide feedback and recommendations on calibration of call and case monitoring across contact center pods/programs. Assist with implementing improved recommendations from identified feedback
• Lead regular staffing reviews with vendor(s) and LPS teammates using reports and forecast models and provide recommendations of possible changes that would be more efficient and provide a better customer experience and lead implementation with vendor
• Understand various contact center technologies that are being used across the Pods and provide recommendations as necessary
• Identify and coordinate with the vendor and LPS Teammates with any potential new or existing training that needs to be updated and implemented such as scheduling of training, prioritizing agent work during training, etc.
• Assist vendor and LPS when Business Continuity Plan (BCP) is implemented and help provide communications on impact, potential work-around to LPS team members and restoration to normal operations

Building Relationships and Team Expectations

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

• Build strong, trusting relationships with peers in the Lilly matrix and well as third-party partners, specifically key business partners at contact center vendors 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 call center execution of patient support programs, 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 managing time and financial investments. Drive 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 identify opportunities to improve operations and team performance

Basic Qualifications:

• Bachelor’s degree or equivalent

Additional Skills/Preferences:

• Experience in pharmaceutical or healthcare industry
• Experience in contact center support
• Vendor management experience

Additional Information:

• Travel: Less than 10%

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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