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.