Associate/Sr. Associate/Manager - Virtual Reimbursement Hub Operations Immunology – Dermatology

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.

Associate/Sr. Associate/Manager - Virtual Reimbursement Hub Operations Immunology – Dermatology

Organization Overview:

At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.

US Consumer Services is accountable for delivering high value start and stay experiences and customer service support for those considering or prescribed Lilly medicines, including the continued growth and optimization of US LillyDirect. As experts in US consumer and healthcare trends, service delivery excellence, and digital innovations, we help US brands deliver best-in-any-class experiences for improved patient outcomes and desired business objectives.

Associate – Virtual Reimbursement Hub Operations – Immunology - Derm will report to Senior Director, Reimbursement Lead – Immunology – Derm

Key Responsibilities:

Virtual Reimbursement Hub

• Work with vendors to implement virtual reimbursement brand program design requirements, processes and technology
• Review performance and quality reports to verify compliance and identify trends and impact on service quality and critical metrics. Implement necessary improvements in collaboration with the vendor and training.
• Review customer experience measures for trends and implement improvement recommendations as necessary across impacted programs
• Collaborate with the vendor to ensure adherence to training and quality standards, while proactively identifying and reporting instances of non-compliance and report deviations.
• Working with other team members providing shared takeaways and implementing efficiencies across reimbursement services teams and others in the Consumer Services Hub
• Participate and provide feedback and recommendations on calibration of call and case monitoring across reimbursement services teams
• Participate in quarterly business reviews with vendors and reimbursement services teams
• Understand various contact center and reimbursement technologies and provide recommendations as necessary
• Design, improve, and deliver both new and existing agent training programs, including scheduling sessions, and managing agent workloads during training periods.
• Support vendor and Consumer Services teams during Business Continuity Plan (BCP) activation by coordinating communications on operational impact, interim solutions, and progress toward restoring 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 to continuous improvement in base operations to reduce operating expenses and fuel innovation<