Lilly Associate-MHS Hub Trainer in Indianapolis, Indiana
The Associate Consultant, Managed Healthcare Services Hub trainer will lead Customer Support Program training strategy, development and implementation planning for Lilly Brands investing in building 1:1 customer relationships to improve customer engagement. This position will report to the Director of MHS Training and will interface with Lilly Patient Services (LPS), Lilly USA Brands, Lilly IT, global Customer Support Program (CSP) and our external vendor partners.
Key Objectives/Deliverables for Hub/CSP training:
Lead and Consult
Partner with LPS, brand teams and vendors to scope, plan and customize the CSP training program for Hubs
Ensure deliverables are high quality, meet LPS and brand expectations and follow adult learning and instructional design principles.
Plan, coordinate and oversee train-the-trainer programs for each brand.
Serve as subject matter expert on agent workflow and process management
Educate and influence key stakeholders in operational decision-making
Schedule and facilitate live trainings
Appropriately influence without authority to drive solutions in order to deliver on key business priorities
Sustain and Manage
Own vendor contract and monitor the quality of learning solutions to ensure LPS and brand expectations are met.
Oversee team budget.
Monitor and consistently communicate project status to key business partners.
Anticipate and resolve project issues; escalate as appropriate.
Drive consistency and sustainability across programs
Identify performance gaps and opportunities for upskilling
Enhance and Maintain
Develop and incorporate new training to support capability development
Own and manage revisions to the CSP training program
Collaborate with Global CSP partners to establish next level training for experienced agents over time including creation of ongoing practice materials and scenarios that align to LPS and brand strategies.
Monitor and conduct gap assessment to identify CSP training needs across brands.
Own creation of materials for system updates that impact end user Hub agents across all programs
Develop knowledge verifications to ensure training success
Collaborate with LPS quality and vendor management to ensure version control across training materials
Excellent project management skills.
Proven experience managing vendors
Highly organized with the ability to prioritize in a changing environment
Effectively solves problems and takes appropriate action
Respects and leverages the expertise and work experience of others in a way that encourages collaboration, innovation and commitment to common vision
Makes necessary tradeoffs in order to maintain focus on accomplishing the goal
Decides and acts promptly, using good judgment and anticipates and removes obstacles that get in the way of progress
Continually learn and apply new methods and creative approaches to learning solutions
Demonstrated experience in strategic learning and development.
Demonstrated experience in instructional design, analysis, and evaluation of learning solutions.
Demonstrated experience in Performance Consulting with business partners to define training strategy and approach.
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-MHS Hub Trainer
Education: B.S./M.S. or Ed.D., Ph.D. or equivalent experience in Instructional Systems Technology, or closely related field.
2 to 3 years of training experience
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.
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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