Associate-Medical Operations Productivity and Channels.

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.

The Medical Operations Productivity and Channels Associate has a key responsibility for the implementation of strategies that improve medical area performance.

The Medical Operations Productivity and Channels Associate is responsible for supervising Linea Lilly (Customer Service Touchpoint) core activities ) also give assistance to the Call Center Associates / Medical Educators (CCAs / MEs),  perform oversight activities  to customers’ requests, review and validate responses tools and promote motivation, support and teamwork, as well as solving queries document all actions taken and following up on open issues, analyze trends and develop reports.

The Medical Operations Productivity and Channels Associate also supports Medical Science Liaisons team and other Medical Field resources to improve productivity measurements through field work and reports development.

• Create and analyze area’s reports and lead proposals and project to enhancement.
• Share with Lilly cross functional team's patient Support Programs (PSP) and Línea Lilly data and feedback for develop new solutions and programs improvements through voice of the customer.
• Promote team capabilities and development within Lilly’s Call Center employees
• Supervise and ensure Key Performance Indicators (KPI) execution.
•  Analyze customer satisfaction surveys and develop improvement plans.
• Escalate problems or queries that require other areas involvement
• Active participation in initiatives such as department metrics, system enhances and other key projects to continuously improve process.
• Be ready for quality audits and inspections, define corrective actions and ensure their execution.
• Oversight contracted activities for the Call Center / Medical Education Team.
• Guarantee that internal Linea Lilly procedures and guidelines are being followed.
• Manage content and guarantee update of Linea Lilly procedures, resources and tools,
• Planning and execution of medical patient education activities.
• Guide the MSLs team in the appropriate results through dual field work and productivity reporting oversight.
• Effectively manages and monitors contractors team budget.

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.

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