HUB Operations Manager

Amgen•Tampa, FL

1d•Hybrid

About The Position

The Patient Support Program Operations Supervisor oversees the day-to-day activities of the agent staff supporting Amgen’s patient support program. Under the general direction of Operational Program Leadership, this role reports to the senior manager and helps the program meet key performance metrics. The supervisor motivates, coaches, and assists team members in achieving performance standards and quality measures, while supporting employee development, engagement, and retention. The position involves monitoring production, conducting performance reviews, resolving work-related issues, supporting hiring and termination processes, and helping develop training materials and operational procedures. The supervisor also works to improve program performance, maintain customer relationships, meet contract obligations, and report adverse events according to training and standard operating procedures. The role is on-site 3–5 days per week. Relocation is not offered.

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.
In addition to one of the listed education and experience combinations, have experience directly managing people and/or leadership experience leading teams, projects, programs, or directing resource allocation.
Managerial experience may run concurrently with the required technical experience.

Nice To Haves

At least 3 years of 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 teams to learn and apply new skills and techniques in response to business needs.

Responsibilities

Monitor employee production daily 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 hiring and termination processes.
Provide team members with day-to-day updates on job responsibilities.
Help associates resolve work-related issues.
Assist with developing program training documents.
Maintain open communication with staff.
Proactively identify program issues and propose solutions.
Maintain positive rapport with internal and external customers and identify opportunities for continuous program improvement.
Understand contract obligations.
Assist in developing project task plans and standard operating procedures.
Analyze reports for trends and make recommendations.
Report all disclosed Adverse Events in alignment with training and Standard Operating Procedures.
Perform related duties as assigned.