Patient Program Manager

Patient Program Manager page is loaded## Patient Program Managerlocations: Australia, Sydney CBDtime type: Full timeposted on: Posted Todaytime left to apply: End Date: December 19, 2025 (20 days left to apply)job requisition id: R-97107At 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 (PSPs), Product Familiarization Programs (PFPs), and Alternative Access Programs (AAPs) 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 responsibilities 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.* 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, PFPs, 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 the responsible person: + Collects, reports and reconciles AE’s and PCs. + Processes personal information consistent with consent and in a secure manner. + Makes certain that the contract language with any applicable external party reflects the above requirements, including Lilly’s right to audit. + Makes certain of any external parties’ activities are audited as appropriate. + Partner with affiliate functional contributors such as Procurement, Legal, Ethics and Compliance, Finance, Quality, Safety and Affiliate Management to review and approve service agreements including quality requirements, data privacy, and patient safety reporting language and external party subcontracting strategy where applicable to address country requirements.* Coordinate audits and responses and follow up on actions identified from audit observations. Respond to audit findings.* Ensure program-related risks are understood and appropriately mitigated or avoided.**4. Account Management*** Accountable to ensure that partners including: Affiliate Lead Team, Brand Teams, External Parties, IBU/Global Teams and any other stakeholders are aligned to the PSPs in Australia.* Accountable for any PSP owned PMAP materials and ensure educational material is according to Health Literacy standards.**5. Other responsibilities*** Evaluates customer satisfaction measures to maximize effectiveness of patient programs.* Identifying opportunities in the area for public, private partnerships in various therapeutic areas and supporting affiliate with the implementation.* Partner with the Real World Evidence team where necessary.* Ensure close alignment between Medical and Commercial and other functions.### **Minimum Qualification Requirements*** College degree or Bachelors level degree with strong business leadership experience.* 5+ years of experience within pharmaceutical, or related healthcare industry designing, implementing, and maintaining PSPs, PFPs, and AAPs.* An unwavering commitment to creating remarkable customer experiences (proven e.g. through medical, marketing, L6S roles or others) and embracing the opportunities to shape an area of strategic importance for Lilly, all while keeping the patient fully at the center.### **Other Information / Additional Preferences*** Curious Mind: Open to listen to various potentially conflicting business needs.* Comfortable with working with high level of ambiguity.* Finds motivation in creating a path forward.* High learning agility.**Influencing & Leadership*** Demonstrates ability to influence peers and leadership without formal authority.* Successfully implementing change.* Questioning firmly held beliefs and processes in a productive way, including discussions with legal, regulatory and compliance.* Able to move projects and tasks forward and for clearing barriers for implementation.**Project#J-18808-Ljbffr