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Patient Support Program Manager (18 month contract)


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Req ID R-21613 Title Patient Support Program Manager (18 month contract) City Ontario State / Province Ontario Country Canada

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 35,000 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.

Patient Support Program Manager

18 month contract opportunity

Overview of Patient Support Programs:

Lilly has identified Patient Support Programs (“PSPs”) as one of several core capabilities needed to ensure successful launches of our products. We are investing in building a service ecosystem to discover and respond to the individual holistic needs of our patients. Through authentic one-to-one relationships, we seek to create an invaluable resource for patients and build the trust necessary to deliver the meaningful experiences inherent in the promise of our brands and of Lilly.

Purpose of the Job:

Reporting to the PSP and Customer Experience Lead, this role will be responsible for the development, strategy, and implementation of PSPs for the entire Migraine Portfolio along with ongoing oversight. As a member of Lilly’s PSP Centre of Excellence, the successful candidate will also provide consultation and support across brands and business units. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Government Affairs, Legal, Ethics & Compliance, Patient Safety, Privacy, IT, Finance, etc.) to deliver meaningful customer experiences. Applicants must be comfortable with working in an ambiguous environment and implementing change as well as embrace the opportunity to shape an area of strategic importance for Lilly. All while keeping the patient at the centre.

 Main Responsibilities:

Affiliate Migraine Portfolio PSP Owner: 

PSP Strategy Development & Program Design:

  • Work with brand teams to identify patients’ needs, understand customers’ expectation and ensure competitive landscape assessment

  • Co-development of our PSP strategy based on the needs/expectations of our customers and aligned with the Global PSP design principles, the Global Brand team guidance and the Local Brand team leadership

  • Bring expertise in requirements that are specific to PSP design & implementation in Canada and to our Biomedicines Business Unit

  • Co-lead the cross functional team (brand, medical, IT, patient safety, quality, supply chain, legal, ethics & compliance, market access, government affairs, finance, etc.) to design all details/offerings of the program and ensure governance approval

  • Collaborate with the cross-functional team to define capabilities and required resources for a successful launch

Existing PSP Ongoing Monitoring & Oversight:

  • Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP

  • Act as conduit between Lilly and PSP vendor managing the interactions with patients to ensure timely issues resolutions

  • Collaborate with our PSP vendors to and ensure we are delivering on the customer experience, that we are continually adjusting to the dynamics of the market and that we adopt an innovative mindset

  • Conduct regular meetings and Cross Functional Quarterly Business Unit Review to ensure adherence to our Key Performance Indicators (KPI) and efficiency in the delivery of our programs

  • Conduct regular call monitoring and review of customer surveys and share proactively with cross functional brand

  • Work proactively with the cross functional brand team to review customer feedback & leverage environment insights to ensure our programs continue to be a valuable resource to our patients and HCP

  • Ensure PSP is run in accordance with Lilly Standards (Patient Safety, Medical Quality, Customer Experience principals, etc.) and that relevant training is provided as needed

  • Lead the budgeting, financial tracking to ensure adherence to contracts with our vendors

Key Member of PSP Team and PSP Centre of Excellence

  • Be part of the PSP Centre of Excellence team, working collaboratively with PSP owners and sharing learnings to enhance the overall PSP capabilities at Lilly Canada and ensure we deliver best in class PSPs across all of our brands

  • Participate regularly with the PSP working sessions, the formal PSP Governance reviews, and full PSP quarterly review  to ensure the PSP team is delivering on the high standards that we have committed to

Minimum Requirements: 

  • 3+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)

  • Knowledge of biologic reimbursement policies and practices in private and public sectors is preferred

  • Capabilities in budget management

  • Demonstrated experience in data analysis and reporting

  • Comfort in leveraging CRM platforms to monitor program performance

  • University Degree, MBA preferred

  • Extensive experience in Project Management 

  • Ability to work on complex project/problems in a dynamic environment; coordinate a complex implementation plan; Analytical and process skills, and experience with project management tools

  • Organizational Change Management (OCM)/ Communication experience, Demonstrated ability to manage multiple teams, tasks, timelines and dependencies. Proactively managing interaction and communication with stakeholders, expectations, capturing feedback, mitigation plans.

  • Customer facing experience required with an unwavering commitment to creating exceptional experiences for our customers

  • Expertise in collaborating effectively across business units, functional departments and external vendors


Curious mind

Open to listen to various potentially conflicting business needs

Comfortable with working with high level of ambiguity

Finds motivation in creating a path forward

High learning agility

Influencing & leadership

Demonstrated ability to influence peers and leadership without formal authority

Track record of successfully implementing change with cross functional teams including internal and external partners

Ability to look at barriers ‘in a different way’ and try different approaches to achieve a goal. Questioning firmly held beliefs and processes in a productive way will be part of the job, including discussions with legal, regulatory and compliance

Commercial experience

Innovative mindset

Known in the organization as a driver who moves projects and tasks forward

Recognized by peers for clearing barriers for implementation

Understand impact on your customers (patients, providers, payers) and Customer Facing teams, and designing communication and training programs

Understanding of Compliance, Privacy, Transparency Demonstrated experience in issues management Excellent verbal and written communication abilities Bilingual in English and French is an asset.

Position may require up to 10% travel across geography

Keywords: Patient Support Programs, PSP, Patient Services,

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 ( ) 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 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.

To submit resume, visit and apply to Req ID R-21613.

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.

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