Associate, CSP Contact Center

Industry:

Company: Eli Lilly and Company

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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is
$57,750 – $129,800

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 Lilly Affordability Center (LAC) was established in 2023 to address affordability inquiries for Cardiometabolic Health (CMH) initiatives. The LAC has consistently provided valuable support to all the customers we serve. The Associate, CSP Contact Center is responsible for the successful execution of customer support programs for LAC and the CSP Contact Centers. This role will report to the Senior Director, CSP Contact Center in Lilly Patient Services.

Responsibilities:

CSP Contact Center Execution

• Collaborate with vendors to implement US customer support program 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
• Collaborate 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 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
• 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 position

Additional Skills/Preferences:

• Experience in pharmaceutical or healthcare industry
• Experience in contact center support
• Vendor management experience
• Data and reporting experience
• Cx optimization experience

Additional Information:

• Travel: Less than 10%

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.

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.

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.

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