Associate/ Sr Associate/ Manager - Patient Support Programs

Eli Lilly and Company; Toronto; Hybrid; CAD 63,000 - 138,000; Full time

Benefits offered by this job

Lilly Bonus Program

Job summary

Lilly Canada is seeking a Patient Support Program (PSP) Leader to develop strategy and oversee PSPs across brands, collaborating with HCPs, IT, legal, finance, and other stakeholders. This role emphasizes patient-centered design and strong governance, with travel up to 10% and on-site presence in Toronto.

Qualifications

• 3+ years of PSP management experience in the pharmaceutical industry and/or 5+ years in related fields (market access, brand management, operations)
• Knowledge of reimbursement policies in private and public sectors is preferred
• Demonstrated experience in data analysis, reporting, and cross-functional collaboration

Responsibilities

• Develop PSP strategy and program design in collaboration with brand teams
• Lead cross-functional governance and ensure program governance approvals
• Manage PSP vendors and budget tracking to ensure contract adherence
• Monitor and optimize existing PSP performance and customer experience
• Collaborate with business units to launch capabilities and resources for success
• Lead regular PSP governance reviews and KPI reporting

Skills

PSP management

Budget management

Data analysis

CRM platforms

Project management tools

Education

University degree (MBA preferred)

Tools

CRM platforms

Project management tools

Job description

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.

Lilly has identified Patient Support Programs (“PSPs”) as one of several core capabilities needed to ensure successful launches of our products. We are investing in building a service ecosystem to discover and respond to the individual holistic needs of our patients.

Through authentic one-to-one relationships, we seek to create an invaluable resource for patients and build the trust necessary to deliver the meaningful experiences inherent in the promise of our brands and of Lilly.

Reporting to the Lilly Canada PSP Lead, this role will be responsible for the development of strategy and operational implementation supporting one or more PSPs. As a member of Lilly’s PSP team, the successful candidate will also provide consultation and support across brands and business units. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Government Affairs, Legal, Ethics & Compliance, Patient Safety, Privacy, IT, Finance, etc.) to deliver meaningful customer experiences.

Candidates must be comfortable with working in an ambiguous environment and implementing change as well as embrace the opportunity to shape an area of strategic importance for Lilly, all while keeping the patient at the center of everything we do.

Position may require up to 10% travel across geography.

This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected to be 10 days per month, as determined by your manager and business needs.

At Lilly Canada, there are three levels available based on the candidates experience, background, and qualifications. For transparency, the ranges for this position are:

Associate: $63,000 - $92,400

Sr Associate: $83,250 - $122,100

Manager: $93,750 - $137,500

This role is eligible for additional forms of compensation, such as participation in the Lilly Bonus Program.

This posting is for an existing vacancy.

Responsibilities:

PSP Strategy Development & Program Design:

• Work with brand teams to identify patients’ needs, understand customers’ expectations and ensure competitive landscape assessment.
• Co-development of our overarching PSP strategy based on the needs/expectations of our customers and aligned with global design principles, the brand team guidance and local brand team leadership.
• Bring expertise in requirements that are specific to PSP design & implementation in Canada and to our Business Units
• Co-lead the cross functional team (brand, medical, IT, patient safety, quality, supply chain, legal, ethics & compliance, market access, government affairs, finance, etc.) to design all details/offerings of the program and ensure governance approval.
• Collaborate with the cross-functional team to define capabilities and required resources for a successful launch.

Existing PSP Ongoing Monitoring & Oversight:

• Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP.
• Act as conduit between Lilly and PSP vendor managing the interactions with patients to ensure timely issues resolutions.
• Collaborate with our PSP vendors to and ensure we are delivering on the customer experience, that we are continually adjusting to the dynamics of the market and that we adopt an innovative mindset.
• Conduct regular meetings and Cross Functional Quarterly Business Unit Review to ensure adherence to our Key Performance Indicators (KPI) and efficiency in the delivery of our programs.
• Conduct regular call monitoring and review of customer surveys and share proactively with cross functional brand.
• Work proactively with the cross functional brand team to review customer feedback & leverage environment insights to ensure our programs continue to be a valuable resource to our patients and HCP.
• Ensure PSP is run in accordance with Lilly Standards (Patient Safety, Medical Quality, Customer Experience principals, etc.) and that relevant training is provided as needed.
• Lead the budgeting, financial tracking to ensure adherence to contracts with our vendors.

Key Member of PSP Team:

• Be part of the PSP team, working collaboratively with PSP owners and sharing learnings to enhance the overall PSP capabilities at Lilly Canada and ensure we deliver best in class PSPs across all of our brands.
• Participate regularly with the PSP working sessions, formal PSP Governance reviews, and full PSP quarterly review to ensure the PSP team is delivering on the high standards that we have committed to.

Requirements:

• 3+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)

Additional preferences:

• Knowledge of reimbursement policies and practices in private and public sectors is preferred.
• Capabilities in budget management
• Demonstrated experience in data analysis and reporting.
• Comfort in leveraging CRM platforms to monitor program performance.
• University Degree, MBA preferred.
• Extensive experience in Project Management
• Ability to work on complex project/problems in a dynamic environment; coordinate a complex implementation plan; Analytical and process skills, and experience with project management tools.
• Demonstrated ability to manage multiple teams, tasks, timelines, and dependencies and proactively managing interaction and communication with stakeholders, expectations, capturing feedback, mitigation plans.
• 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.
• Bilingual in English and French is an asset.

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.

Lillydoes 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.

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

$64,870 - $137,500

Full-time equivalent employees may also 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 pension plan; vacation benefits; eligibility for healthcare benefits; flexible benefits (if applicable) 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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