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

Amgen • Tampa, FL

86d • $131,773 - $178,372 • Hybrid

About The Position

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 lay within them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Requirements

• 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.
• Experience directly managing people and/or leadership experience leading teams, projects, programs, or directing the allocation of resources.

Nice To Haves

• 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; operational policies and processes.
• Dynamic leader who can energize multidisciplinary work teams to learn and apply new skills and/or techniques to respond to the business needs.

Responsibilities

• Oversee the day-to-day activities of the agent staff that support the program.
• Report to the senior manager to help the program deliver on key performance metrics.
• Motivate, coach, and assist team members to achieve performance standards and quality measures.
• Conduct daily monitoring of employee production to ensure teams meet or exceed performance and quality measures.
• Conduct routine performance reviews and provide feedback to direct reports.
• Actively coach staff.
• Assist with the hiring and termination process.
• 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 the staff.
• Proactively identify program issues and propose solutions.
• Maintain positive rapport with internal and external customers to identify areas for continuous program improvement.
• Understand contract obligations.
• Assist in the development of project task plan and standard operating procedures.
• Analyze reports for trends and give recommendations.
• Report all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP).
• Perform related duties as assigned.

Benefits

• A comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions.
• Group medical, dental and vision coverage.
• Life and disability insurance.
• Flexible spending accounts.
• A discretionary annual bonus program.
• Stock-based long-term incentives.
• Award-winning time-off plans.
• Flexible work models, including remote and hybrid work arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree