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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.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, CSP Contact Center is responsible for the successful execution of customer support programs at CSP contact center(s). This role will report to the Senior Director, CSP Contact Center in Lilly Patient Services.Responsibilities:CSP Contact Center Execution
Work with vendors to implement US customer support programs processes and technology
Responsible for reviewing various Contact Center metric reports to ensure proper compliance. Provide metric trends and patterns for issues and improvements in call center performance. Implement changes with vendor as required
Review customer experience measures for trends and implement improvement recommendations as vital across impacted programs
Work with vendor to ensure compliance with training and quality standards and identifying and reporting non-compliance
Working with other LPS team members in providing shared findings and implement efficiencies across contact center pods
Participate and provide feedback and recommendations on calibration of call and case monitoring across contact center pods
Review regular staffing reports and forecast models with vendor and LPS Teammates and provide recommendations of possible changes that would be more efficient and provide a better customer experience
Understand various contact center technologies that are being used across the Pods and provide recommendations as necessary
Assist the vendor 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
Work with other LPS teams and vendor to implement new operational support documents such as FAQs, Call Guides, etc.
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, positive 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 outstanding value to our customers and Lilly business partners, including efforts to acquire an 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 handling time and financial investments. Drive 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 see opportunities to improve operations and team performance
Basic Qualifications:
Bachelor’s degree
Legally authorized to be employed in the United States.
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 ( LillyRecruitingCompliance@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.#WeAreLilly
