Customer Response Medical Professional Associate

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 Medical Professional Associate, The Lilly Answer Center (TLAC) Customer Response

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 encouraged 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, TLAC Customer Response, Medical Professional (CRMP) Associate will serve as a subject matter authority in the designated product/therapeutic area. The CRMP is responsible for being the Customer Response contact for Global Medical Information (GMI) and Customer Product Quality Assurance (CPQA) partners, helping to alert them to trends and additional agent training needs. This role will involve being an expert in the available medical and technical resources, aiding TLAC agents in their ability to appropriately apply resources and assist customers. This role will report to the Executive Director of LPS Customer Response.

Key Responsibilities:

Customer Response Medical/Technical Product and Process Expertise

• As a GMI/CPQA Customer Response contact, accountable for ensuring TLAC agent launch readiness for new NMEs and NILEXs.

• Supports initiatives to ensure responses are available for brand launches, new initiatives, and ongoing support.

• Demonstrates a deep understanding of assigned products, disease states, and other relevant business knowledge to respond to customer requests.

• Assist agents in resolving most appropriate medical/technical responses during launches as well as in sophisticated and complex cases.

• Responsible for ensuring the contact center supplier needs are met and serve as additional resource to complete work as needed.

• Leads the therapeutic area content updates and drives topics based on data and relevant information through insights and listening activities.

• Responsible for partnering with the AD of TLAC Contact Center on training needs, including facilitation and participation in TLAC School train the trainer, etc.

• Responsible for portfolio of approved resources available to answer and fulfill requests.

• Helps build efficiencies by identifying and leading the pause or discontinuation of non-right-to-operate work, while simultaneously innovating for scale.

  Building Relationships and Team Expectations

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

  • Ensure our customers (patients, caregivers, HCPs, and Territory Managers) are provided with the best possible answers while creating a consistent positive experience where our customers feel genuinely cared for, able to trust us, and that we are easy to interact with.

  • Build strong, positive relationships with peers in the Lilly matrix, specifically key business partners (medical/technical), as well as the contact center vendor 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, and best-in-class customer engagements.

  • Operate in a state of continuous compliance while meeting key business objectives. Share 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.

  • 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 find solutions to improve operations and team performance.

    Basic Qualifications:

    • Bachelor’s degree or above in Pharmacy or Nursing with 3+ years' experience

    • 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:

      • Strong interpersonal skills with demonstrated ability to influence and empower others

      • Strong analytical skills and problem-solving skills

      • Microsoft Office/personal computer skills

      • Ability to work independently and without close supervision

      • Strong customer service orientation and experience

      • Excellent verbal and written communication skills

      • Ability to communicate effectively to a variety of audiences

      • Highly organized with the ability to prioritize in a constantly evolving environment

      • Strong ability to influence without authority in a team-focused environment

      • Contact center 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.
          
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