Patient Program Manager

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

Purpose

Patient Support Programs (PSPs), Product Familiarisation Programs (PFPs), and Alternative Access Programs (AAPs) are a core capability and channel to create exceptional patient and customer experience and importantly, can improve patient outcomes. These programs are often critical to launch success in achieving Lilly’s ambitions of delivering innovative solutions with reach and scale. Many of these projects are complex and multi-disciplinary to execute with excellence, and require consistent project management, risk management, careful compliance consideration and brand alignment to meet customer needs.

The purpose of this role is to support the capabilities needed to design, implement and oversee high quality PSPs for new products as well as continuously optimising existing programs. Responsible for ensuring programs within the affiliate are implemented and operating to Lilly standards, procedures, regulatory requirements and accountable for compliance with the relevant Program Procedures, Policies, & Playbooks. The Patient Support Program Manager takes on ownership of select patient programs while also being a key contributor to the governance and project management of programs that are of priority to Lilly. This role works closely with cross functional teams to ensure patient and customer experience and compliance are balanced. The role encompasses innovation for excellence and efficiency in design, and governance and oversight to ensure compliance with; patient privacy, safety & pharmacovigilance, regulatory, information security policies and requirements are documented and adhered to.

Primary Responsibilities

1. Account Management of select programs and ensure operational execution

• Accountable to ensure that partners including: Affiliate Lead Team, Brand Teams, External Parties, IBU/Global Teams and any other stakeholders are aligned to the patient programs in Australia & New Zealand.
• Implement efficient, effective and compliant programs across business units within your respective affiliate/Hub.
• Responsible and accountable that patient programs are being run in accordance with Lilly Standards & CSP Principles (Patient Safety, Medical Quality, Global PSP Tracker etc.) across business units.
• Accountable for any project-owned PMAP materials and ensure educational material is designed according to Health Literacy standards.
• Coordinate required internal or external party training (including AE/PC reporting) and ensure documentation is complete.
• Ensure program-related risks are understood and appropriately mitigated or avoided.

2. Process support of program implementation

• Flourish in a high performance, high integrity Team Lilly culture, live our values, meet expectations and win together.
• Ensure patient support programs  (PSPs) are designed and operated compliantly, and provide the optimal patient & customer experience.
• Implement programs with the appropriate play books, procedures, and policies in mind and adhering to Australian code of conduct obligations.
• Build consistent processes and metrics to maximize efficiency, effectiveness and sustainability.
• Procuring & contracting a panel of appropriate service providers/vendors where needed.
• Partner and guide brand teams with program design, project management and implement these programs.
• Share learnings & innovation and be a Subject Matter Expert for these critical patient and customer programs.
   

3. End-to-end operational responsibilities for relevant programs

• Champion exceptional Customer Experience in new and existing patient programs through improved processes and innovative service offerings.
• Maintain robust governance processes which are documented that ensure compliance with Lilly standard and procedures, legal and regulatory requirements are met when designing and developing new or revising existing programs.
• Develop and ensure implementation of effective program performance measures, KPIs, dashboards and scorecards.
• Monitor program budgets to expectations and forecasts with program owners
• Document monitoring and oversight of programs and of any external parties administering these programs.
• Be accountable for a robust monitoring plan, covering key risk activities/KPIs is in place for each program.
• Collect best practices and provide opportunities to share learnings within IBU.
• Optimize & streamline current programs in close coordination with Brand team across business units.
  

Role capabilities:

• Execution strength: desire and ability to deliver high-quality outputs in a busy environment
• Open to listen to various potentially conflicting business needs and provide informed recommendation to the business
• Comfortable with working with high level of ambiguity
• Finds motivation in creating a path forward
• High learning agility
• Attention to detail
   

Influencing & Leadership

• Demonstrates ability to influence peers and leadership without formal authority.
• Successfully implementing change.
• Questioning firmly held beliefs and processes in a productive way, including discussions with legal, regulatory and compliance.
• Able to move projects and tasks forward and for clearing barriers for implementation.
   

Project Management

• Ability to manage multiple priorities.
• Analytical and process skills.
• Experience in project management and with project management tools.
   

Minimum Qualification Requirements

• College degree or Bachelors level degree with strong business leadership experience.
• 5+ years of experience within pharmaceutical, or related healthcare industry.
• Experience designing, implementing, and maintaining PSPs, PFPs, and AAPs.
• An unwavering commitment to creating remarkable customer experiences (proven e.g. through medical, marketing, L6S roles or others) and embracing the opportunities to shape an area of strategic importance for Lilly, all while keeping the patient fully at the center.

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 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.