What are the responsibilities and job description for the Associate, CSP Contact Center position at BioSpace, Inc.?
Job Details
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.
Actual compensation will depend on a candidate's education, experience, skills, and geographic location. The anticipated wage for this position is
57,750 - $129,800
Lilly Patient Services (LPS) is a center of excellence for US patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives. Members of LPS should deeply understand customer needs and the healthcare ecosystem, and all are encouraged to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.
The Lilly Affordability Center (LAC) was established in 2023 to address affordability inquiries for Cardiometabolic Health (CMH) initiatives. The LAC has consistently provided valuable support to all the customers we serve. The Associate, CSP Contact Center is responsible for the successful execution of customer support programs for LAC and the CSP Contact Centers. This role will report to the Senior Director, CSP Contact Center in Lilly Patient Services.
Responsibilities :
CSP Contact Center Execution
- Collaborate with vendors to implement US customer support program processes and technology
- Responsible for reviewing various Contact Center metric reports to ensure proper compliance. Provide metric trends and patterns for issues and improvements in call center performance. Implement changes with vendor as required
- Review customer experience measures for trends and implement improvement recommendations as vital across impacted programs
- Collaborate with vendor to ensure compliance with training and quality standards and identifying and reporting non-compliance
- Working with other LPS team members in providing shared findings and implement efficiencies across contact center pods
- Participate and provide feedback and recommendations on calibration of call and case monitoring across contact center pods
- Review regular staffing reports and forecast models with vendor and LPS Teammates and provide recommendations of changes that would be more efficient and provide a better customer experience
- Understand various contact center technologies that are being used across the Pods and provide recommendations as necessary
- Assist the vendor with any potential new or existing training that needs to be updated and implemented such as scheduling of training, prioritizing agent work during training, etc.
- Assist vendor and LPS when Business Continuity Plan (BCP) is implemented and help provide communications on impact, potential work-around to LPS team members and restoration to normal operations
- Work with other LPS teams and vendor to implement new operational support documents such as FAQs, Call Guides, etc.
Building Relationships and Team Expectations
Basic Qualifications :
Additional Skills / Preferences :
Additional Information :
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 ( ) 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 an EEO / Affirmative Action Employer and 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.
Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include : Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ Allies), Veterans Leadership Network, Women's Network, Working and Living with Disabilities. Learn more about all of our groups.
Full-time equivalent employees also will 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 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
Salary : $57,750 - $129,800
