Patient Program Manager

7 months ago

Sydney, Australia Lilly Full time

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.

**Purpose**: Patient Support Programs, Product Familiarization Programs, and Alternative Access Programs are a core capability and channel to create exceptional patient and customer experience and importantly, can improve patient outcomes. These programs are often critical to launch success in achieving Lilly’s ambitions of delivering innovative solutions with reach and scale. Many of these projects are complex and multi-disciplinary to execute with excellence, and require consistent project management, risk management, careful compliance consideration and brand alignment to meet customer needs.

The purpose of this Patient Programs role is to build the capabilities needed to design, implement and oversee high quality PSPs, PFPs, & AAP’s for new products as well as continuously improving and evolving existing programs. Responsible for ensuring all programs within the affiliate are implemented and operating to Lilly standards, procedures, regulatory requirements and accountable for compliance with the relevant Program Procedures, Policies, & Playbooks. The PSP Leader takes on the responsibilities of both PSP Owner and Project Manager roles and works closely with the Brand Leads and Medical teams to ensure patient and customer experience and compliance are balanced. The role encompasses innovation for efficiency in design and governance to ensure compliance with; patient privacy, safety & pharmacovigilance, regulatory, information security policies and requirements are adhered to as well as financial controls when partnering with external vendors.

**Primary Responsibilities**

**1. Process ownership of PSPs, PFPs, AAPs.**
- Flourish in a high performance, high integrity TeamLilly culture, live our values, meet expectations and win together
- Ensure all programs (PSP, PFP, AAPs) operate compliantly and provide the optimal patient & customer experience
- Implement programs with the appropriate play books, procedures, and policies in mind and adhering to Australian code of conduct obligations.
- Build consistent processes and metrics to maximize efficiency, effectiveness and sustainability
- Procuring & contracting a panel of appropriate service providers/vendors where needed
- Partner and guide brand teams’ with program design, project manager and implement these programs
- Share learnings & innovation and be a Subject Matter Expert for these critical patient and customer programs.

**2. End to end operational responsibilties for PSPs, PFPs, AAPs**:

- Champion exceptional Customer Experience in new and existing patient programs through improved processes and innovative service offerings
- Develop robust governance processes which are documented that ensure compliance with Lilly standard and procedures, legal and regulatory requirements are met when building new or revising existing programs.
- Develop and ensure implementation of effective program performance measures, dashboards and scorecards
- Document monitoring and oversight of the PSPs or PFPs or AAPs and of any external parties administering these programs. Assume relationship/business owner responsibilities for external parties/service providers
- Be accountable for a robust monitoring plan, covering key risk activities/KPIs is in place for each program
- (if applicable) Be accountable as the Supplier Relationship Owner, and Contract Management between Lilly and External Service Providers
- Accountable that programs meet objectives, mitigate or resolve issues with relevant local and IBU business partners
- Be point of contact for the business with regards to patient programs
- Accountability for the financial management of patient programs (Cost centers, PO’s, invoices etc.) and upholding FRAP requirements
- Collect best practices and provide opportunities to share learnings within IBU
- Optimize & streamline current programs in close coordination with Brand team across business units

**3. Champion quality in the delivery of PSPs, PSPs, AAPs**
- Implement efficient, effective and compliant programs across business units within your respective affiliate/Hub
- Responsible and accountable that patient programs are being run in accordance with Lilly Standards & CSP Principles (Patient Safety, Medical Quality, Global PSP Tracker etc.) across business units.
- Coordinate required internal or external party training (including AE/PC reporting) and ensure documentation is complete
- Accountable for ensuring

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