Associate Director, Performance and Development Pharmacist

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

Associate Director, Performance and Development Pharmacist

Pharmacy Performance and Development

LillyDirect Pharmacy Operations  |  Indianapolis, IN

 

About LillyDirect

U.S. consumers navigate considerable complexity in managing their healthcare, and their experience is often vastly different from the personalized, seamless engagements we have come to expect from the banking, retail, and travel industries. While the pandemic led to innovations in virtual care, alternate models for distribution, and integrated health and wellness solutions, these innovations focus on specific points in the patient journey rather than a holistic, end-to-end patient experience.

Launched in January 2024 for people in the U.S. living with obesity, migraine, and diabetes, LillyDirect is an industry-first digital healthcare experience designed to support and empower patients on their care journey. Through this new operating model, Lilly aims to improve patient access to care, help reduce healthcare costs, and enable better outcomes for people living with chronic disease. The rapid uptake of LillyDirect since its launch underscores the significant unmet need of people struggling to navigate the complex U.S. health care system. As such, we are seeking to expand our offerings and scale business operations to enable better outcomes for patients.

About the Role

We are seeking an experienced pharmacist leader to own the performance and development half of LillyDirect Pharmacy: the standards the work is measured against, the qualification of the pharmacist team, and the service performance of the third parties the pharmacy depends on to operate. The ideal candidate brings strong professional judgment, a quality and performance mindset, a track record leading licensed teams, and a commitment to patient safety and compliance, ideally in an online or direct-to-patient environment.

This is a people leadership position. The successful candidate leads a team accountable for vendor and service performance, verification standards, quality review, training standards, multi-state licensure, and regulatory practice, and hires, develops, and retains that team as the pharmacy grows.

The position is accountable for third-party service performance and holds that accountability outside the branch that runs the prescription queue. It recommends the service level and key performance indicator framework to the Pharmacist-in-Charge for approval, reviews performance and remediation outcomes, and escalates unresolved issues, working through the vendor and service management position on the team. It also owns the development and qualification program for the pharmacist team, including competency standards and the evidence that those standards are met.

Prescription queue performance, the escalation structure, and the automation portfolio sit with a separate leader. That separation keeps the leader who measures the work distinct from the leader who runs it, and both report to the Pharmacist-in-Charge.

Key Responsibilities

• Lead a team of pharmacists and a pharmacy technician, including hiring, onboarding, performance management, coaching, and career development.
• Own the development and qualification program for the pharmacist team, including competency standards and the evidence that standards are met.
• Own the verification standards and the quality review program and hold the team accountable for documenting findings as pharmacy records.
• Recommend the service level and key performance indicator framework for third-party services to the Pharmacist-in-Charge for approval, review service performance and remediation outcomes, and escalate unresolved issues, working through the vendor and service management position.
• Ensure multi-state licensure and regulatory practice obligations are met, working through the licensure and regulatory affairs positions on the team.
• Translate quality and service performance data into reporting for pharmacy leadership, including trends, risks, and recommended corrective actions.
• Own the resource and staffing plan for the team, including input to the annual operating plan and expense forecast, and hold third-party services accountable for the value delivered against agreed service levels.
• Contribute to the multi-year quality, development, and service performance strategy in partnership with the Pharmacist-in-Charge.
• Partner with Quality Assurance, Regulatory Affairs, and Risk Management on deviation documentation, corrective actions, and inspection readiness.
• Verify accuracy of prescription orders and resolve issues with prescribers and patients as licensed capacity requires.
• Collaborate with internal teams (logistics, commercial operations, customer support, IT) to streamline processes and enhance patient satisfaction.
• Review and improve workflow processes to optimize efficiency and patient care.
• Contribute to the design and improvement of processes and systems that support pharmacy operations, including quality and performance monitoring and reporting.
• Stay current on industry trends and technological advancements related to direct-to-patient pharmacy operations and translate those into operational changes that drive state-of-the-art execution.
• Per the in-office schedule created by the pharmacy scheduler, this position will be expected to work scheduled shifts Monday through Friday, with a minimum of three days on site each week and up to two days worked remotely when appropriate. Remote work flexibility applies consistent with Lilly's remote work policy.

Basic Qualifications

• Bachelor of Science in Pharmacy or Doctor of Pharmacy (PharmD) degree.
• Active, unrestricted Indiana pharmacist license in good standing.
• Minimum of 3 years of experience in pharmacy practice and in leading and developing people, including performance management.

 

Additional Preferences

• Experience leading a pharmacy quality or performance program in a high-volume, centralized, or direct-to-patient environment.
• Experience building and scaling a licensed team, including hiring, onboarding, and competency development.
• Experience holding third-party service providers accountable for performance against agreed service levels.
• Experience managing an operating plan, expense forecast, or resource allocation for a team or function.
• Experience developing verification standards, work instructions, standard operating procedures, or competency criteria.
• Familiarity with multi-state pharmacy licensure and regulatory practice requirements.
• Experience with pharmacy management software and workflow automation, including quality and performance reporting tools.
• Willingness to obtain and maintain pharmacist licensure in additional states as the LillyDirect footprint expands.
• Strong attention to detail and commitment to patient safety.
• Excellent leadership, organizational, and communication skills.
• Demonstrated ability to influence and communicate across levels of technical experts and senior leadership.
• Lilly may provide support for or sponsor work authorization or visas for this role for internal applicants only.

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 (https://careers.lilly.com/us/en/workplace-accommodation) 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 proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$132,000 - $193,600

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.

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