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

Amgen • Tampa, FL

1d • $131,889 - $178,439

About The Position

The Patient Support Program Operations Supervisor oversees the day-to-day operations of agents supporting Amgen’s patient support program and helps ensure consistent service delivery. Reporting to the HUB Operations Senior Manager, the role supports the development and improvement of patient support programs, working with dynamic brands and contributing to a best-in-class patient support offering.

Requirements

• Meet one of the following education and experience combinations: doctorate degree; master’s degree and 3 years of customer service and/or leadership experience; bachelor’s degree and 5 years of customer service and/or leadership experience; 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, or programs, or directing the allocation of resources.

Nice To Haves

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

Responsibilities

• 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.

Benefits

• Retirement and Savings Plan with generous company contributions.
• Group medical, dental, and vision coverage.
• Life and disability insurance.
• Flexible spending accounts.
• Discretionary annual bonus program or, for field sales representatives, a sales-based incentive plan.
• Stock-based long-term incentives.
• Award-winning time-off plans.
• Flexible work models, including remote and hybrid arrangements where possible.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed