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Advisor - Oncology Customer Support Programs

Advisor - Oncology Customer Support Programs
United States
North America
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 39,000 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.
The Advisor, Oncology Customer Support Programs is responsible for improving connection points between Lilly USA’s CSP Hubs, Field Reimbursement Support, Brands, and cross-functional support services such as Legal, Privacy, and Ethics and Compliance (E&C) to translate brand needs and customer insights into program needs, business requirements, and system requirements. This Advisor is expected to obtain and share state-of-the-art awareness regarding hubs, Patient Support Program legal challenges, and technology thus ensuring that LPS has an external view at all times and incorporates this information into strategy and processes. All CSP enhancements are required to be completed in accordance with all applicable laws and policies.

Key Objectives/Deliverables:
•This position will likely have responsibility for a launch brand. Therefore, responsibilities would include the CSP strategy, sourcing of CSP vendors (if applicable), and coordination with brand for CSP development, and being responsible for the successful launch of the new CSP.
•Establish and maintain close working relationships with the brand leaders and the members of the brand team, developing a keen understanding of applicable therapeutic areas, unmet customer needs, product profile, brand strategy, and brand needs to appropriately align current program/platform capabilities to customer insights and program needs, translating them into business and systems requirements and/or upgrades
•Ensure that Lilly is identifying ways to compliantly streamline enrollment into its CSPs. This would include coordination with cross-functional business partners such as Privacy, Legal, Regulatory, and Ethics and Compliance to handle tactical implementation of the program.
•Identify and resolve areas of disconnect between Hub call centers and Field Reimbursement
•Obtain and share state-of-the-art awareness regarding hubs, Patient Support Program legal challenges, and technology and ensure that Oncology CSP has an external view at all times and incorporates this information into strategy and processes across Lilly Patient Services where appropriate.
•Coordinate in appropriate circumstances with other departments such as channel accounts, Contract Management, integrated health, national accounts. The goals of these interactions include developing shared understanding of key business processes and identifying ways to help patients gain access to their prescribed Lilly medications.
•Actively participate in the CSP Governance Council, representing the needs of the brand customer support program being implemented by assigned team
•Advance the quality of the Oncology CSP Programs using Baldridge Quality concepts.
•Provide overall leadership presence within the broad Lilly Patient Services team, actively participating in the leadership team, including periodic staff meetings and planning sessions, while collaborating closely with Hub Operations and Field Reimbursement teams
•Potential to lead a program management team with direct supervision responsibilities for 1-3 people including objective setting, hiring, career planning, coaching, and feedback as well as workload evaluation and prioritization
•Ensure connectivity is maintained with Global Brand (if applicable), Patient Support Platform, and/or Customer Experience teams and they are kept up-to-speed on program performance
  • Bachelor degree
  • Minimum of 5 years of experience in marketing, payer/access, field reimbursement, or customer support
  • 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

•Significant project management or demonstrated comparable leadership of a major cross-functional project
•Familiarity with product flow and financial aspects of the pharmaceutical industry, including deep understanding of the wholesale, retail, and specialty market places, product reimbursement, and hub/customer support services
•Critical thinking and execution
•Excellent verbal and written communication skills
•Bachelor's degree in marketing or finance or Pharm D
•Marketing experience in the pharmaceutical industry
•Vendor management experience
•Familiarity with marketing planning, review, and approval processes
•Relevant work experience in payer, channel, and/or relevant PRA (price, reimbursement, and access) space
•Consistent track record in understand and applying all Compliance Policies and Procedures (CPP) and Good Promotional Practices (GPP) in unstructured and fluid situations
•Familiarity with applicable laws and regulations covering distributors, providers, and payers
•Six Sigma experience
•Preferred location for the position is Indianapolis, Indiana
  • Approximately 10-25% travel anticipated
  • 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