Patient Support Program Manager

Responsibilities

• 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.
• 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.
• 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.