HUB Operations Manager
About The Position
The Patient Support Program Operations Supervisor (HUB Services/Patient Access) oversees day-to-day activities of the agent staff supporting Amgen’s patient support programs. Under the general direction of Operational Program Leadership, the supervisor reports to the senior manager and helps the program achieve key performance metrics. The role involves motivating, coaching, and assisting team members to meet performance and quality standards, while supporting personal development, career growth, employee engagement, and retention. This position works on-site 3–5 days per week; relocation is not offered. The expected U.S. annual salary range, excluding Puerto Rico, is $131,889.40–$178,438.60. Actual salary varies based on relevant skills, experience, and qualifications. The role is eligible for Amgen’s Total Rewards Plan, subject to eligibility.
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, or programs, or directing resource allocation. Managerial experience may run concurrently with the required technical experience.
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 employee production daily to help 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 about job responsibilities.
- Help associates resolve work-related issues.
- Assist in developing program training documents.
- Ensure open communication with staff.
- Identify program issues proactively and propose solutions.
- Maintain positive relationships with internal and external customers to identify opportunities for continuous program improvement.
- Understand contract obligations.
- Assist in developing project task plans and standard operating procedures.
- Analyze reports for trends and provide recommendations.
- Report all disclosed Adverse Events (AE) in alignment with training and Standard Operating Procedures (SOP).
- Perform related duties as assigned.
Benefits
- Retirement and Savings Plan with company contributions.
- Group medical, dental, and vision coverage.
- Life and disability insurance.
- Flexible spending accounts.
- Discretionary annual bonus program, or a sales-based incentive plan for field sales representatives.
- Stock-based long-term incentives.
- Award-winning time-off plans and bi-annual company-wide shutdowns.
- Flexible work models, including remote and hybrid arrangements where possible.
- Career development opportunities.
- Work/life balance support.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
