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Associate Consultant, Patient Support Programs - Maternity Leave

Associate Consultant, Patient Support Programs - Maternity Leave
North America
At Lilly, we’re inspired to make a difference in people’s lives every day – through the discovery of life-changing medicines, better understanding of disease management and support for people living with illness and their families and friends. Our work today – from our research programs to our volunteer initiatives – is a reflection of our heritage of uniting caring with discovery to make life better for people around the world.
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 & Forteo brand along with ongoing oversight. As a member of Lilly’s PSP Centre of Excellence, the successful candidate will also provide consult 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 future strategic importance for Lilly. All while keeping the patient at the centre.

Main Responsibilities:

Affiliate Migraine Portfolio & Forteo Brand PSP Owner:
  1. NEW 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 BioMedicine 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
  1. NEW PSP Program Implementation :
    • Identify and negotiate agreements with third parties best suited to deliver upon the desired PSP experience in a cost effective manner
    • Lead the PSP implementation launch plan with the cross functional team to ensure that all components (IT, Program Design for Public / Private Access, Program Materials, SOP, Hiring, Onboarding, Training, data reporting & KPI) are delivered in an effective and timely manner for a successful lunch
    • Accountable for the launch and training of the new PSP initiative with affiliate employees and external stakeholders
  1. Existing PSP Ongoing Monitoring & Oversight:
    • Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP
    • Acts 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 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
  • 3+ year of Patient Support Program Experience within the pharmaceutical industry or 3+year of Lilly Experience
  • Launch experience is a strong asset
  • Budget management & data analysis experience
  • Bachelor’s Degree, MBA or Registered Nurse are preferred qualifications
  • 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
  1. Curious mind
    1. Open to listen to various potentially conflicting business needs
    2. Comfortable with working with high level of ambiguity
    3. Finds motivation in creating a path forward
    4. High learning agility
  2. Influencing & leadership
    1. Demonstrated ability to influence peers and leadership without formal authority
    2. Track record of successfully implementing change with cross functional teams including internal and external partners
    3. 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
  3. Commercial experience
    1. Innovative mindset
    2. Known in the organization as a driver who moves projects and tasks forward
    3. Recognized by peers for clearing barriers for implementation
    4. Understand impact on your customers (patients, providers, payers) and Customer Facing teams, and designing communication and training programs
  4. Understanding of Compliance, Privacy, Transparency
  5. Issues Management
  6. Other Requirements
    1. Bilingualism an asset.
Position may require up to 10% travel across geography