Expert Pharmacy Technician, Workflow and Quality

705 Lilly USA, LLC; Indianapolis (IN); Hybrid; USD 23,000 - 48,000; Full time

Benefits offered by this job

Company bonus

Job summary

LillyDirect Pharmacy Operations in Indianapolis, IN seeks an experienced Expert Pharmacy Technician to uphold workflow standards, perform high-accuracy data tasks, and support pharmacist teams in a direct-to-patient setting.

The role emphasizes improving processes, maintaining compliance, and collaborating with IT, logistics, and customer support to enhance patient outcomes. Hybrid on-site with some remote days is expected.

Qualifications

• High school diploma or equivalent.
• Active Indiana pharmacy technician license or registration in good standing, as required by the Indiana Board of Pharmacy.
• Minimum of 4 years of experience as a pharmacy technician.
• Authorized to work in the United States on a full-time basis.
• Lilly will not sponsor work authorization or visas for this role.
• Certified Pharmacy Technician (CPhT) preferred.
• Experience in high-volume, centralized, or direct-to-patient pharmacy environment.
• Experience maintaining workflow standards, work instructions, or SOPs.
• Experience with pharmacy management software and workflow automation, including exception queues and routing logic.
• Experience tracking accuracy or quality measures and reporting results to pharmacists and leadership.
• Strong attention to detail and commitment to patient safety.
• Excellent organizational and communication skills.
• Ability to influence and communicate across levels of technical experts and leadership.

Responsibilities

• Maintain technician workflow standards across data entry, extraction review, transfer requests, allergy queue processing, and inbound calls.
• Track and report accuracy measures that drive pharmacist rework; escalate issues.
• Measure technician service levels against targets and raise defects and gaps.
• Perform technician work in the prescription queue following established standards.
• Document workflow standards and findings for QA and Regulatory Affairs.
• Support pharmacists with exception handling and provide input to reduce avoidable rework.
• Contribute to design and improvement of processes and systems, including workflow automation.
• Participate in workflow or system-change projects with SME input.
• Collaborate with internal teams to streamline processes and enhance patient satisfaction.
• Stay current on industry trends and share recommendations for operational improvements.

Skills

Data entry

Extraction review

Transfer requests

Allergy queue processing

Inbound calls

Pharmacy software

Workflow automation

Exception routing

Communication

Attention to detail

Education

High school diploma

Indiana pharmacy technician license

Certified Pharmacy Technician (CPhT)

Tools

Pharmacy management software

Workflow automation tools

Queue routing logic

Job description

Expert Pharmacy Technician, Workflow and Quality Pharmacy Operations LillyDirect Pharmacy Operations | Indianapolis, IN

About LillyDirect U.S. consumers navigate considerable complexity in managing their healthcare, and their experience is often vastly different from the personalized, seamless engagements we have come to expect from the banking, retail, and travel industries. While the pandemic led to innovations in virtual care, alternate models for distribution, and integrated health and wellness solutions, these innovations focus on specific points in the patient journey rather than a holistic, end-to-end patient experience. Launched in January 2024 for people in the U.S. living with obesity, migraine, and diabetes, LillyDirect is an industry-first digital healthcare experience designed to support and empower patients on their care journey. Through this new operating model, Lilly aims to improve patient access to care, help reduce healthcare costs, and enable better outcomes for people living with chronic disease. The rapid uptake of LillyDirect since its launch underscores the significant unmet need of people struggling to navigate the complex U.S. health care system. As such, we are seeking to expand our offerings and scale business operations to enable better outcomes for patients.

About the Role

We are seeking an experienced pharmacy technician to maintain the technician workflow standards and accuracy measures for LillyDirect Pharmacy. The ideal candidate brings deep technician expertise, a quality and process mindset, and a commitment to patient safety and compliance, ideally in an online or direct-to-patient environment. This position maintains the workflow standards for how technician work is performed and confirms it is performed that way. The successful candidate keeps those standards current across data entry, extraction review, transfer requests, allergy queue processing, and inbound calls, tracks the accuracy measures that drive pharmacist rework, and performs technician work in the queue alongside them. This is a senior individual contributor position rather than a people leadership position. It maintains standards, measures performance, and escalates issues for resolution.

Key Responsibilities

• Maintain the technician workflow standards for data entry, extraction review, transfer requests, allergy queue processing, and inbound calls, and recommend updates to pharmacy leadership for approval.
• Track and report the accuracy measures that drive pharmacist rework, and escalates issues that require intervention.
• Measure technician service levels against agreed targets and raise defects, patterns, and gaps for resolution.
• Perform technician work in the prescription queue, applying the same standards the position maintains.
• Document workflow standards and findings as pharmacy records, and provide them to Quality Assurance and Regulatory Affairs colleagues as required.
• Support pharmacists with exception handling, and provide workflow-change input that reduces avoidable rework.
• Contribute to the design and improvement of processes and systems that support pharmacy operations, including workflow automation and exception routing.
• Participate in workflow or system-change projects as assigned, providing technician-workflow subject-matter input.
• Collaborate with internal teams (logistics, commercial operations, customer support, IT) to streamline processes and enhance patient satisfaction.
• Stay current on industry trends and technological advancements related to direct-to-patient pharmacy operations, and share recommendations for operational improvements.

Per the in-office schedule created by the pharmacy scheduler, this position will be expected to work scheduled shifts Monday through Friday, with a minimum of three days on site each week and up to two days worked remotely when appropriate. Remote work flexibility applies consistent with Lilly's remote work policy.

Basic Qualifications

• High school diploma or equivalent.
• Active Indiana pharmacy technician license or registration in good standing, as required by the Indiana Board of Pharmacy.
• Minimum of 4 years of experience as a pharmacy technician.
• Qualified applicants must be authorized to work in the United States on a full-time basis.
• Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1
• Additional Preferences Certified Pharmacy Technician (CPhT) through the Pharmacy Technician Certification Board.
• Experience in a high-volume, centralized, or direct-to-patient pharmacy environment.
• Experience maintaining workflow standards, work instructions, or standard operating procedures.
• Experience with pharmacy management software and workflow automation, including exception queues and routing logic.
• Experience tracking accuracy or quality measures and reporting results to pharmacists and leadership.
• Strong attention to detail and commitment to patient safety.
• Excellent organizational and communication skills.
• Demonstrated ability to influence and communicate across levels of technical experts and leadership.

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 proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women's Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate's education, experience, skills, and geographic location. The anticipated wage for this position is $16.58 - $34.90 Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance).

• 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.

#WeAreLilly At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people. We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe! #WeAreLilly