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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 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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$122,250 - $179,300

Lilly Patient Services (LPS) is a center of excellence for US patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives. Members of LPS should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.

The Associate Director, LPS Risk Management is responsible for providing risk management support of Customer Support Programs (CSPs) and TLAC . This role will report to the Senior Director, LPS Risk Management in Lilly Patient Services.

Key Responsibilities:

• Provide risk management support and expertise to LPS to ensure adherence to US Legal, Privacy, Quality, Ethics & Compliance, and Regulatory requirements pertaining to customer support programs and TLAC

• Support LPS launch brand programs and existing brand programs by ensuring risk is properly understood and mitigated through owning development of foundational and platform level consistent approaches to managing quality, compliance, privacy, and legal aspects of patient support programs

• Design and update processes, requirements, and responsibilities in all levels of Controlled Documents in partnership with key vendors for:

• New CSP program launches and/or revisions to program requirements, service offerings, etc.

• CRM System changes/upgrades

• Mitigation of deviations or other trends

• Audit Readiness support - Prepare for and support CSP and TLAC audits.

• Partner across LPS and CIQ to ensure adequate measurement of risk. Identify trends and lead development / rollout of risk mitigation solutions as needed.

• Key strategic business partner in the impact assessment of new programs and/or proposed changes and ownership of design of processes and controls that minimize risk to operating Customer Support Programs and TLAC.

Building Relationships and Team Expectations

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

• Build strong, trusting relationships with peers in the Lilly matrix as well as third-party partners, specifically key business partners in Quality, Legal, Ethics & Compliance, Privacy, Global Patient Quality and other functions critical to program and organizational success

• Participate in learning and development opportunities to ensure delivery of exceptional value to our customers and Lilly business partners, including efforts to obtain expert level of understanding of the healthcare and pharmaceutical environment, trends in legal and privacy requirements, innovation in quality systems, and best-in-class customer engagements

• Operate in a state of continuous compliance while meeting key business objectives. Share feedback to peers and leaders to help meet individual and team performance goals.

• Prioritize performance management and development discussions with supervisor and mentors. Help team achieve corporate diversity goals and objectives through active participation in diversity, equity, and inclusion initiatives.

• Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while managing time and financial investments. Aim to continuous improvement in base operations to reduce operating expenses and fuel innovation

• Leverage support and escalation processes to quickly resolve issues, to trend and proactively prevent issues, and to find opportunities to improve operations and team performance

Basic Qualifications:

• Bachelor’s degree

• 5+ years experience in pharmaceuticals or the healthcare industry

• 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.

Additional Skills/Preferences:

• Experience in contact center support

• Vendor management experience

• Quality or risk management experience

Additional Information:

• Travel: Less than 10%

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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