Lilly Specialist, Customer Meeting Services, Dutch. in Cork, Ireland
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.
At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives.
Established in 2010, our Global Business Solutions (GBS) centre in Little Island, Cork city has evolved from shared service provider to global business partner across many of Lilly’s key business units. Through the centralisation, standardisation and optimisation of complex processes, GBS Cork provides innovative solutions that add value in a number of diverse areas including finance, supply chain, HR data management, customer support, clinical trial capabilities and more. Currently it employs over 1300 employees across 62 nationalities, speaking over 50 languages.
Lilly enjoys a strong reputation for quality and consistent focus on employee development. We make it our mission to attract the best people and we always look at alternative ways to provide opportunities for our people to excel, grow and build an exceptional and fulfilling career. Other than working with a great team, we also offer a very competitive benefits package. We provide an open, transparent and friendly work environment where we empower people and provide them with opportunities to develop their long-term career.
The Customer Meeting Services (CMS) team supports Lilly Meeting Owners with meeting planning & oversight, HCPs Contracts and payments execution and the reporting of transfer of value (TOV) to enable compliance with the EFPIA Disclosure Code. The Meetings & Congresses teams provide support for Meetings Oversight, while the CMS teams located in the GBS complete Health Care Provider (HCP) contracting, payment, expense reimbursement and compliance support.
The CMS Team works cross-functionally with regular interaction with key business partners within the GBS and Global and International Meetings & Congresses network, along with other key connected functions in Lilly, in particular Global Transparency, Global Commercial Operations (GCO) and Ethics & Compliance.
The primary role of the Specialist - CMS is to provide excellent contracting and payment support to the external Healthcare Professional as well as the internal affiliate business partner.
Be seen as a “go-to” information resource for Contracting to Pay queries both from external HCPs and internal business partners
Provide excellent customer experience through the end to end coordination & execution of the Contract to Pay process in a compliant manner. This includes the pre-contracting data management for the Healthcare Professional.
Ensure efficient and effective issue resolution across the Contract to Pay process including the pre-contract data management aspects.
Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCPs
Ensure compliance with data capture requirements to support the Lilly’s TOV Disclosure requirements, which may include supporting data correction and reporting queries from Global Transparency team pre or post publication
Monitor daily operational dashboard to ensure compliance with pre-defined SLAs
Support global/regional CMS projects with focus on the Contract to Pay process & pre-contracting data management
Support the overall CMS team by demonstrating flexibility in providing cover for team members and training of new team members
You may be required to support other markets, language requirements permitting, as the need arises and as deemed appropriate by your line manager
Ability to handle complexity and utilize analytical skills, with attention to detail
Ability to proactively & effectively analyze & resolve problems
Ability to effectively prioritize and complete key tasks and deliverables
Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
Ability to work in local/regional/global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO/Meeting Planning company team member
Requirements: Experience and Education
2-3 years’ customer facing experience with excellent communications & compliance skills. Legal/Contracting/Travel & Meetings support experience an advantage
Associates Degree (or equivalent work experience)
Fluency in Dutch and English language essential. Fluency in French Language an advantage.
Experience in Sales Force, SAP P2P module, MS Office
Experience with Contracting systems an advantage
The GBS focuses on the following foundational pillars across the full organization to ensure a solid and consistent approach to running our business
Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
Familiarize with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
Ensure ownership for all applicable Operational controls for your area as well as the remediation for any deficiencies and the sharing of all learnings across the team.
Actively work with the core team members, internal business partners, external support agencies, and Healthcare Professionals to build effective working relationships
Demonstrate excellence in all interactions with our internal customers, business partners & external Healthcare Professionals
Focus on measuring & improving our Healthcare Professional’s experience with the CMS process & teams
Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
Actively work with the core team members & Global and International teams to drive improvements for processes
*Travel Percentage – Up to 10% international travel may be required
Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.
Lilly does not discriminate on the basis of age, race, colour, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
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 ( LillyRecruitingCompliance@lists.lilly.com ) 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.
At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people. We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!