Associate/Sr. Associate/Manager - Virtual Reimbursement Hub Operations Immunology – Dermatology

Role Summary

Associate/Sr. Associate/Manager - Virtual Reimbursement Hub Operations Immunology – Dermatology. This role focuses on managing virtual reimbursement hub operations for Immunology–Dermatology, coordinating with vendors, ensuring program design and training standards, and driving continuous improvement in service delivery.

Responsibilities

• Work with vendors to implement virtual reimbursement brand program design requirements, processes and technology
• Review performance and quality reports to verify compliance and identify trends and impact on service quality and critical metrics. Implement necessary improvements in collaboration with the vendor and training.
• Review customer experience measures for trends and implement improvement recommendations as necessary across impacted programs
• Collaborate with the vendor to ensure adherence to training and quality standards, while proactively identifying and reporting instances of non-compliance and report deviations.
• Working with other team members providing shared takeaways and implementing efficiencies across reimbursement services teams and others in the Consumer Services Hub
• Participate and provide feedback and recommendations on calibration of call and case monitoring across reimbursement services teams
• Participate in quarterly business reviews with vendors and reimbursement services teams
• Understand various contact center and reimbursement technologies and provide recommendations as necessary
• Design, improve, and deliver both new and existing agent training programs, including scheduling sessions, and managing agent workloads during training periods.
• Support vendor and Consumer Services teams during Business Continuity Plan (BCP) activation by coordinating communications on operational impact, interim solutions, and progress toward restoring normal operations

Qualifications

• Required: Bachelor‚Äôs degree or equivalent or Successful Completion of the Professional Apprentice Program for Lilly Patient Services (LPS)
• Required: Minimum 3 years of LPS, Value and Access, Information Technology or equivalent experience for Lilly employees
• Required: Authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.
• Preferred: Experience in pharmaceutical or healthcare industry
• Preferred: Experience in contact center support
• Preferred: Vendor management experience
• Travel: 0-10%