Lilly Associate-LPS Platform Admin in Indianapolis, Indiana
Lilly Patient Services manages Customer Support Programs (CSP) within Lilly USA. CSPs help patients by providing a variety of support services. The programs help patients navigate insurance and health benefit information, often provide live device training, assist with copay card enrollment, as well as other forms of patient support. The Platform team in Lilly Patient Services ensures that every patient receives an outstanding experience by building the tools and technology used by our contact center and field staff.
The LPS Platform Administrator Associate plays a key role in designing the systems used across LPS CSP programs, managing program materials, and building new program capabilities.
Specific responsibilities include:
Develop and manage a detailed process flow for each program, or program capability.
Work with LPS Business Integrators to document new capabilities, design new tactics, and develop new program services.
Design and manage the system inventory of available reference materials, multi-channel communications, field values, activity dependencies, Lilly Global Opt-outs, on-going support cadence logic
Assist the Platform Quality Team in assessing implementation concerns, technical challenges, or process assumptions.
Aid in translating processes into official procedure documentation, identify gaps in technology’s ability support expected procedures, develop the monitoring program for points of risk or complexity in the process
Work with LPS Program Advisors to maintain an accurate inventory of all program materials. Assess the need to review, replace or destroy existing materials.
Assist the LPS Quality team in writing or revising program SOPs.
Develop call center operation monitoring measures and provide insights into areas of potential efficiency or value
Liaison with LPS leadership to identify issues for vendor Quarterly Business Review and Steering Committee
This role may also be involved in a wide range of projects focused on building stronger CSP capabilities and bringing new technology onto the platform. The LPS Platform Administrator
Associate may be tasked to lead projects, participate as a team member, assist with project management, or provide data and analysis to the team.
Experience using Visio, MS Project, Tableau or similar systems
Work experience with CRM systems, database administration, data quality (salesforce.com)
Project management experience
Experience documenting technical process or writing detailed procedures
- 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.
Associate-Lilly Patient Services Platform Administrator
Bachelor’s degree in a related field (preference for Computer Science, Computer Information Systems)
1 to 3 years in systems administration
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.
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