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Lilly Customer Experience – Medical Professional Support in Indianapolis, Indiana

Job Category:


Type of Employment:

Full-Time Employment - FTE


As the Customer Experience – Medical Professional Liaison, you will support The Lilly Answers Center (TLAC) objectives by optimizing interactions and transfers from external customers. You will serve as a subject matter expert in the designated product/therapeutic area and partner with the contact center supplier and business partners.

ResponsibilitiesObjective 1: Customer Operations

  • Optimize every customer requests by providing prompt, accurate, complete, consistent and accessible information

  • Responsible for processing incoming work in alignment with processes and timelines

  • Serves as contact for the center for designated products and/or partners with TLAC business colleagues, brand, medical, and technical

  • Responsible for the portfolio of approved resources available to answer and fulfill requests

  • Understands and exhibits the customer experience principles through interactions

  • Ensure the contact center supplier needs are met and willingness to serve as additional resource to complete work as needed

Objective 2: Product and Process Expertise

  • Demonstrates a deep understanding of assigned products, disease states, and other relevant business knowledge to respond to customer requests

  • Leads the therapeutic area content updates and drives topics based on data and relevant information through insights and listening activities

  • Understand the data and types of requests for products

  • Partner with the contact center supplier on training needs, including facilitation and engagement in training

  • Engages in Answering Customer Questions process to represent contact center data

  • Supports initiatives to ensure responses are available for brand launches, new initiatives and ongoing support

  • Supports the capabilities team for process development and improvements

Objective 3: Engagement and Prioritization

  • Represents and serves as liaison between contact center and key Lilly business partners

  • Responds to all inquiries and contacts in a prompt and professional manner

  • Respects and takes advantage of people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to common vision

  • Defines what is and what is not important; makes the necessary tradeoffs in order to maintain focus on accomplishing the goal

  • Ensures the alignment between the goals of the business, TLAC’s goals and their individual goals

  • Builds a safe environment where all team members feel they can share their unique opinions and ideas

  • Decides and acts swiftly, using good judgment and anticipates/removes obstacles that slows down progress

  • Supports efforts to implement processes and technologies to improve efficiency and effectiveness and to deliver excellence in quality standards

Objective 4: Compliance and Health, Safety, and Environment Directions Program

  • Understands and follows all compliance policies and The Red Book

  • Maintains 100% training compliance

  • Reports known/suspected compliance violations

  • Cooperates with any audits or investigations

  • Aligns with any corrective action plans

  • Ensures prompt reporting of all collisions and work-related injuries to line management.

  • Utilizes HSE vital behaviors and standard methodologies daily

Basic Qualificiations:

  • Bachelor’s Degree or above in Pharmacy or Nursing

Additional Skills/Preferences:

  • Contact Center experience

  • Pharmaceutical industry experience (Diabetes and Oncology specifically)

  • Proven ability to influence without authority and motivate others

  • Strong analytical skills and problem-solving skills

  • Microsoft Office/personal computer proficiency

  • Ability to work independently and without close supervision

  • Strong customer service orientation and experience

  • Excellent verbal and written communication skills

  • Ability to communicate effectively to a variety of audiences including customers

  • Initiative to pursue issues and take appropriate action

  • Highly organized with the ability to prioritize in a rapidly changing environment

Additional Information:

  • Ability to excel in a structured work environment and with a variable schedule – there may be times that extended work hours will be required to manage workload

  • As necessary, provide customer or other support coverage on a rotational basis during weekends, evenings and holidays

  • Some US travel may be required to support business needs

  • 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.

Company Overview:

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.


Posted Date:


Region: North America

City: Indianapolis

State: Indiana

Country: USA

Location Details:

Req Id: 52252BR