Associate – Virtual Reimbursement Hub Operations
Eli Lilly and Company
full-time
Posted on:
Location Type: Office
Location: Indianapolis • 🇺🇸 United States
Visit company websiteSalary
💰 $58,500 - $137,500 per year
Job Level
JuniorMid-Level
About the role
- Work with vendors to execute 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 KPIs. Implement necessary improvements in collaboration with the vendor and training.
- Review customer experience measures for trends and execute 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 learnings and executing 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
Requirements
- Bachelor’s degree or equivalent or Successful Completion of the Professional Apprentice Program for Lilly Patient Services (LPS)
- Minimum 3 years of LPS, Value and Access, Information Technology or equivalent experience for Lilly employees
- Experience in pharmaceutical or healthcare industry
- Experience in contact center support
- Vendor management experience
- 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 and/or visas for this role.
Benefits
- Health insurance
- 401(k)
- Pension
- Vacation benefits
- Medical benefits
- Dental benefits
- Vision benefits
- Prescription drug benefits
- Flexible benefits (e.g., healthcare and/or dependent care flexible spending accounts)
- Life insurance and death benefits
- Time off and leave of absence benefits
- Well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
vendor managementtraining program designperformance analysisquality assurancecompliance verificationcustomer experience improvementcall monitoringcase monitoringbusiness continuity planningdata analysis
Soft skills
collaborationcommunicationproblem-solvingfeedback provisionorganizational skillstrend identificationrecommendation executionefficiency executionadaptabilityleadership
Certifications
Bachelor’s degreeProfessional Apprentice Program for Lilly Patient Services (LPS)