Patient Support Program Operations Supervisor (HUB Services/Patient Access)

Career Category

Sales

Job Description

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas—Oncology, Inflammation, General Medicine, and Rare Disease—we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller, happier lives.

Our award-winning culture is collaborative, innovative, and science-based. If you have a passion for challenges and the opportunities that lie within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Patient Support Program Operations Supervisor (HUB Services/Patient Access)

What you will do

Let’s do this. Let’s change the world. In this vital role, you will join an incredible team that’s redefining Amgen’s patient support programs and contribute to the industry-leading transformation of our patient support offerings. This is an outstanding opportunity to work on dynamic brands and help build a best-in-class patient support program.

Amgen is an organization with a powerful sense of purpose: to serve patients. Within Patient Access, we provide you with the capabilities, resources, and rewards of an enterprise while maintaining the entrepreneurialism and verve that marked our early days as a biotechnology pioneer. We encourage our team members to build fulfilling and meaningful careers through exciting assignments, career development, and other opportunities.

Reporting to the HUB Operations Senior Manager, the Supervisor oversees the day-to-day operations of the agents supporting the program and helps ensure consistent service delivery.

• Monitor daily productivity and quality metrics to ensure the team meets or exceeds established standards.
• Conduct routine performance reviews and provide feedback to direct reports.
• Actively coach staff.
• Assist with hiring and termination processes.
• Provide day-to-day updates to team members on job responsibilities.
• Help associates resolve work-related issues.
• Assist with the development of program training documents.
• Ensure open communication with staff.
• Proactively identify program issues and propose solutions.
• Maintain positive rapport with internal and external customers to identify areas for continuous program improvement.
• Follow applicable program and contract requirements, and escalate potential issues.
• Contribute to project plans and standard operating procedures.
• Analyze reports, identify trends, and recommend actions.
• Report all adverse events disclosed in accordance with training and applicable standard operating procedures.
• Perform related duties as assigned.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The professional we seek is a leader with these qualifications.

Basic Qualifications:

Doctorate degree

OR

Master’s degree and 3 years of customer service and/or leadership experience

OR

Bachelor’s degree and 5 years of customer service and/or leadership experience

OR

Associate’s degree and 10 years of customer service and/or leadership experience

OR

High school diploma / GED and 12 years of customer service and/or leadership experience

In addition to meeting at least one of the above requirements, you must have experience directly managing people and/or leadership experience leading teams, projects, programs, or directing the allocation of resources. Your managerial experience may run concurrently with the required technical experience referenced above.

Preferred Qualifications:

• 3+ years of proven experience in a reimbursement HUB, medical insurance, physician’s office, or healthcare setting.
• Bachelor’s degree preferred.
• Previous supervisory or leadership experience preferred.
• In-depth knowledge of reimbursement, patient assistance programs, database elements and functionality, and operational policies and processes.
• A dynamic leader who can energize multidisciplinary work teams to learn and apply new skills and/or techniques in response to business needs.

What you can expect from us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors, including but not limited to relevant skills, experience, and qualifications.

…