Associate Director Patient Support Programs

Job Summary

Eli Lilly Canada, is currently hiring on a vacant job post of Associate Director Patient Support Programs based in Toronto Ontario Canada. Please read the job detail carefully before applying.

Job Title: Associate Director Patient Support Programs
Company Name: Eli Lilly Canada
Job Type: Full Time
Job Location: Toronto Ontario Canada
Salary:
Job Link Expiry: 2023-01-11
Posted on: marketingjobs.pro

Job Detail

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.

Eli Lilly Canada is currently searching for a capable Patient Support Program (PSP) Leader responsible for our full portfolio of Support Programs.

As the PSP Leader you will be responsible for leading the program managers to develop, implement, maintain and evaluate our current Patient Support Programs. You will ensure that a clear measurement plan is in place to evaluate implementation, progress, performance and budget management. You will help the team to prioritize the work that will have maximal impact and deliver remarkable customer experiences. You will inspire the team to experiment with new ideas that add value to our customers and differentiate Lilly in respective market.

LOCATION: Head office – This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected to be 4-12 days per month, as determined by your manager and business needs.

The next 12-24 months will be an exciting time to be part of this team as we prepare for the potential of multiple product launches.

You will lead your team to develop and implement optimal near and long-term strategies and programs that align the to the brand. You and your team will be responsible for creating exceptional customer experiences that will lead to help more patients benefiting from our innovative medications. You will have an active role in positively contributing to success across the entire marketing organization.

The PSP leader will participate as a lead team member with the Immunology, Neuroscience, and Oncology Specialty business unit reporting into the Chief Marketing Officer/BU Specialty Lead. This lead team is responsible for the business unit’s business planning, strategic planning, and affiliate success. You will also build collaborative relationships with the global brand teams to ensure that Canada is capitalizing on the global knowledge and digital capabilities

Primary Responsibilities

Be a player coach and Lead/manage a team of 5 direct reports and 100+ vendor employees to execute our Patient Support Program Strategy.

Lead the development and evolution of enterprise end-to-end Patient Support Strategy including: implementation, continuous improvement and performance monitoring of PSPs that will deliver on customer experience standards.

With cross-functional collaboration, lead the conduct of RFPs to select optimal vendor partners that align to our culture and can best deliver on our desired program experience/outcomes in a cost-effective manner.

Understand deeply and shape the desired customer experience, including leading and/or shaping experience mapping and customer insights

Manage PSP and preferred specialty pharmacy vendor relationships to ensure key performance metrics (KPIs) are met. Monitor and report KPIs for PSP work collaboratively with vendor partner to expeditiously manage any issues.

Coordinate prioritization of customer-facing solutions to meet brand objectives, working closely with brands and Digital Health to identify needs and prioritize solutions with enterprise scalability

Responsible for governance of PSP programs and ensure working with Marketing, Ethics & Compliance, and MLR to ensure content requirements are met

Ensure adequate measurement of in-market solutions as well as customer understanding of customer support programs. Identify trends and gaps; lead development and rollout of solutions to drive improvement.

Ability to work directly with field staff and vendor partners to proactively resolve program issues reported from HCPs or other sources.

Partner with vendor to build reports to provide real-time market insights

Identify and address training, performance, and competency needs of vendor to ensure achievement of business objectives. Continuously assess performance and program delivery against business needs. Identify external and internal factors impacting performance and develop a plan to address them.

Ensure all patient services and specialty pharmacy services are compliant with all applicable laws, regulations, and guidance with policies and procedures.

Provide strategic and tactical input to continuous improvement processes and development.

Stay abreast of the changing conditions in market and product portfolio to ensure that all PSP and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service

People and Relationship Management

Lead a team of 5 direct reports and 100+ vendor employees to execute our Patient Support Program Strategy.

Foster an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, PSP Principles and program requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy

Ensure stakeholder and cross-functional understanding of PSP end-to-end strategy and solution roadmap, driving awareness and alignment to prioritize

Build strong, trusting relationships with leadership peers in the Lilly matrix and well as third-party partners, specifically key business partners in Marketing, Marketing Operations, Digital Health, MLR, and other functions critical to program and organizational success

Recruit and develop people to deliver exceptional value to our customers and Lilly business partners. Ensure the PSP team is trained to an expert level of understanding of the healthcare and pharmaceutical environment, trends in patient support programs, innovation in consumer and provider marketing, and best-in-class customer engagements

Cultivate a high-performing team able to operate in a state of continuous compliance while meeting key business objectives. Provide coaching to direct reports to meet individual and team performance goals.

Deliver on performance management and talent assessment expectations and help achieve corporate diversity goals and objectives through active participation in succession management reviews. Ensure employee retention, determining appropriate interventions such as team environment and motivational incentives

Basic Requirements:

Bachelor’s degree or equivalent

Minimum 5years of PSP, Marketing, Pricing Reimbursement and Access, or equivalent experience

Extensive experience in Project Management

Demonstrated ability to manage multiple teams, tasks, timelines and dependencies.

Strong communication skills

Additional Preferences:

People leadership and career development

MBA

PSP Vendor Management Experience

Knowledge of biologic reimbursement policies and practices in private and public sectors is preferred

Capabilities in budget management

Comfort in leveraging CRM platforms to monitor program performance

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

Additional Information:

Travel: Less than 10%

All new employees are required to be fully vaccinated against COVID-19 as a condition of being hired by Lilly as described Lilly’s Covid-19 Vaccination Policy. The requirement to be vaccinated is inclusive of any approved boosters, should they be deemed necessary in the future. Deadlines for boosters will be communicated through an updated policy as needed.

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 ( [email protected] ) 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.

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