Canada Patient Support Program Lead

Description

Description

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a passionate and talented Canada Patient Support Program Lead to join our growing Lilly Canada OUS Global Operations team. In this role, you will oversee the daily operations of the patient support team supporting the Lilly Canada Patient Support Program, ensuring efficient workflow, compliance with program requirements, and exceptional patient, caregiver, and healthcare provider support.

You will supervise Patient Care Representatives and support the team in managing patient and provider interactions, inquiries, escalations, and program-specific workflows. You will also act as a pod lead in the daily workflow to ensure smooth operations, strong communication, and consistent execution across the team. Although this role is U.S.-based, it will support global operations tied to the Lilly Canada patient support program.

If you are driven by a desire to improve healthcare and thrive in a fast-paced, innovative environment, we'd love to hear from you!

Key Responsibilities

Team Leadership

• Supervise and mentor the patient care team, including training support, scheduling, performance feedback, and day-to-day workflow guidance.
• Ensure that all team members adhere to company policies, program expectations, standard operating procedures, and applicable workflow requirements.
• Foster a positive and collaborative work environment, promoting professional development, accountability, and continuous learning among staff.
• Support onboarding, nesting, and ongoing development for Patient Care Representatives assigned to the Lilly Canada Patient Support Program.

Operational Efficiency

• Oversee daily patient care operations to ensure timely and accurate responses to patient, caregiver, and healthcare provider inquiries via phone, email, or any future prospective channels of workflow.
• Assist in the workflow throughout the day to ensure efficiency, accuracy, and timely completion of patient support activities.
• Coordinate with patients, caregivers, healthcare providers, internal Gifthealth teams, and other program stakeholders to optimize workflow and support a consistent patient experience.
• Actively participate in day-to-day tasks to support the team in managing high patient interaction volumes.
• Monitor queues, escalations, follow-up items, and service level expectations to ensure operational alignment.
• Support the execution of Canada OUS program workflows, including reimbursement support, prior authorization-related support, insurance-related calls, adverse event and product complaint routing, and other program-specific processes as assigned.

Compliance and Safety

• Ensure compliance with all applicable federal, state, local, program, and client requirements, as well as accrediting body standards where applicable.
• Maintain thorough documentation and reporting as required by regulatory agencies, program requirements, and internal Gifthealth procedures.
• Conduct regular audits, reviews, and workflow checks to ensure compliance with policies, procedures, and program expectations.
• Support timely escalation and documentation of adverse events, product complaints, privacy concerns, and other sensitive patient or provider matters in accordance with established processes.

Patient Interaction and Support

• Address patient, caregiver, and healthcare provider inquiries and concerns in a professional, accurate, and empathetic manner.
• Provide support and education related to program processes, medication access steps, reimbursement support, and general patient support services within the scope of the role. ? Assist in patient case reviews and contribute to appropriate escalation pathways or multidisciplinary support plans when needed.
• Serve as a first point of support for Patient Care Representatives handling complex interactions, escalations, or workflow questions.

Quality Improvement

• Identify opportunities for process improvements and implement strategies to enhance patient care services and program operations.
• Participate in quality improvement initiatives and projects.
• Monitor and evaluate patient support trends, team performance, and workflow outcomes to ensure the highest standards of service.
• Partner with leadership, training, quality, workforce management, and client-facing teams to support continuous improvement across the Lilly Canada Patient Support Program.

Qualifications

Education

• High school diploma or equivalent; completion of a relevant training program preferred. 
• Experience
• Minimum of 3 years of experience in a patient support, healthcare, pharmacy, reimbursement, hub services, or customer service role.
• Previous leadership, lead, or supervisory experience in a healthcare, pharmacy, call center, hub services, or patient support setting is highly desirable.
• Experience supporting patient assistance, reimbursement, insurance, prior authorization, or specialty medication workflows is preferred.

Skills

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with a multidisciplinary team.
• Proficiency in using customer service information systems, CRM platforms, telephony systems, and technology.
• Ability to support a fast-paced patient support program with evolving workflows and program requirements.
• Strong attention to detail, documentation accuracy, and ability to manage sensitive patient or provider information appropriately.

Work Environment

• Location: Hybrid, U.S.-based role supporting Lilly Canada OUS Global Operations. 
• Schedule: Full-time.
• May require additional availability flexibility for escalations, program needs, or workflow support.
• Regular meetings with teams, departments, leadership, and program stakeholders to ensure alignment.

Key Essential Functions

• Must be able to remain seated at a workstation for extended periods of time. 
• Must be able to use a computer, keyboard, and mouse for the majority of the workday.
• Must be able to perform repetitive motions such as typing, clicking, and data entry. 
• Must be able to communicate clearly by phone, video, and email.
•  Must be able to manage multiple systems and screens simultaneously. 
• Must be able to maintain focus and attention to detail in a fast-paced environment. 
• Must be able to work scheduled shifts reliably, including any assigned breaks. 
• Must be able to work onsite or remotely as required by business needs.
• Must be able to handle occasional high-stress or high-volume periods.

Employment Classification

Status: Full-time

FLSA: Non-Exempt

Equal Employment Opportunity Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.