<p>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.</p> <p>Lilly Patient Services</p> <p>Associate, CSP Contact Center</p> <p>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.</p> <p>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 Director, CSP Contact Center in Lilly Patient Services.</p> <p>Employees hired on banded positions (ex: P1-P3, R1-R2, B1-B3, etc.) transfer at their current level, despite the level indicated on the job posting. For example, if a P2 candidate is selected for a P1-P3 banded position, the candidate will remain a P2 in the new role.</p> <p>Key Responsibilities:</p> <p>CSP Contact Center Execution</p> <ul> <li> <p>Work with vendors to execute US customer support programs processes and technology</p> </li><li> <p>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</p> </li><li> <p>Review customer experience measures for trends and execute improvement recommendations as necessary across impacted programs</p> </li><li> <p>Work with vendor to ensure compliance with training and quality standards and identifying and reporting non-compliance</p> </li><li> <p>Working with other LPS team members in providing shared learnings and execute efficiencies across contact center pods</p> </li><li> <p>Participate and provide feedback and recommendations on calibration of call and case monitoring across contact center pods</p> </li><li> <p>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</p> </li><li> <p>Understand various contact center technologies that are being used across the Pods and provide recommendations as necessary</p> </li><li> <p>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.</p> </li><li> <p>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</p> </li><li> <p>Work with other LPS teams and vendor to execute new operational support documents such as FAQs, Call Guides, etc.</p> </li></ul> <p>Building Relationships and Team Expectations</p> <ul> <li> <p>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</p> </li><li> <p>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</p> </li><li> <p>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</p> </li><li> <p>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.</p> </li><li> <p>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.</p> </li><li> <p>Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while managing time and financial investments. Drive to continuous improvement in base operations to reduce operating expenses and fuel innovation</p> </li><li> <p>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</p> </li></ul> <p>Basic Qualifications:</p> <ul> <li> <p>Bachelor's degree and 3+ years experience</p> </li><li> <p>Experience working in contact centers and/or contact center management</p> </li><li> <p>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.</p> </li></ul> <p>Additional Skills/Preferences:</p> <ul> <li> <p>Experience in pharmaceutical or healthcare industry</p> </li><li> <p>Experience in contact center support</p> </li><li> <p>Vendor management experience</p> </li></ul> <p>Additional Information:</p> <ul> <li>Travel: Less than 10% </li></ul> <p>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.</p> <p>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.</p> <p>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.</p> <p>Actual compensation will depend on a candidate's education, experience, skills, and geographic location. The anticipated wage for this position is</p> <p>$57,750 - $129,800</p> <p>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.</p> <p>#WeAreLilly</p>