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Eli Lilly and Company

Sr Associate-Managed Healthcare Services Call Center Trainer

Eli Lilly and Company - Indianapolis, IN

Sr Associate-Managed Healthcare Services Call Center Trainer

Lilly

Indianapolis

IN

Job #661555775

41206BR

Responsibilities:

The Associate Consultant, Managed Healthcare Services Hub trainer will lead Customer Support Program training strategy, development and implementation planning for Lilly Brands investing in building 1:1 customer relationships to improve customer engagement. This position will report to the Director of MHS Training and will interface with the Lilly Patient Services (LPS), US Lilly Brand, global Customer Support Program (CSP) and our external vendor partners.

Lead and Consult

Partner with LPS, brand teams and vendors to scope, plan and customize the CSP training program for Hubs

Ensure deliverables are high quality, meet LPS and brand expectations and follow adult learning and instructional design principles.

Ensure training content revisions are completed following (Medical, Legal, and Regulatory) training approval and prior to training implementation.

Consult with brand team and ISD vendor to plan, coordinate and oversee train-the-trainer programs for each brand.

Sustain and Manage

Own vendor contract and monitor the quality of learning solutions to ensure LPS and brand expectations are met.

Oversee program budget.

Monitor and consistently communicate project status to key business partners.

Anticipate and resolve project issues; escalate as appropriate.

Enhance and Maintain

Develop and incorporate new training to support capability development

Own and manage revisions to the CSP training program, resource map and implementation guide for use by LPS, Hubs and brands.

Establish next level training for experienced agents over time. Consult on the creation of ongoing practice materials and scenarios for use by Hub agents that is aligned to LPS and brand strategy.

Monitor and conduct gap assessment to identify CSP training needs across brands

Req ID:

41206BR

Additional Skills/Preferences:

Demonstrated experience in strategic learning and development.

Demonstrated experience in instructional design, analysis, and evaluation of learning solutions.

Demonstrated experience in Performance Consulting with business partners to define training strategy and approach.

Excellent project management skills.

Proven experience managing vendors

Highly organized with the ability to prioritize in a changing environment

Demonstrates initiative

Effectively solves problems and takes appropriate action

Respects and leverages the expertise and work experience of others in a way that encourages collaboration, innovation and commitment to common vision

Makes necessary tradeoffs in order to maintain focus on accomplishing the goal

Decides and acts promptly, using good judgment and anticipates and removes obstacles that get in the way of progress

Continually learn and apply new methods and creative approaches to learning solutions

Additional Information:

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

Workplace Arrangement:

Local

Title:

Sr Associate-Managed Heallthcare Services Call Center Trainer

Job Category:

Marketing

Basic Qualifications:

B.S./M.S. or Ed.D., Ph.D. in Instructional Systems Technology, or closely related field.

1 to 2 years of experience in teaching technology platforms (i.e. IT/CRM)

Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position

Company Overview:

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 39,000 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 are looking for people who are determined to make life better for people around the world.

City:

Indianapolis

Country:

USA

State / Province:

Indiana

Region:

North America

Updated 05/09/2018

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Eli Lilly and Company

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Sr Associate-Managed Healthcare Services Call Center Trainer Eli Lilly and Company - Indianapolis, IN, United States

   

Location: Indianapolis, IN

Company Profile:
Lilly makes medicines that help people live longer, healthier, more active lives. We were founded by Eli Lilly in 1876, and are now the 10th largest pharmaceutical company in the world. We have steadfastly remained independent, but not isolated. Across the globe, Lilly has developed productive alliances and partnerships that advance our capacity to develop innovative medicines at lower costs. Lilly is consistently ranked as one of the best companies in the world to work for, and generations of Lilly employees have sustained a culture that values excellence, integrity and respect for people.