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

Career Category

Sales & Marketing Operations

Job Description

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.

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. In this vital role, you will be handling industry leading transformation of our overall 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 toward our mission: to serve patients. Within Patient Access, we will provide you the capabilities, resources, and rewards of a enterprise, entrepreneurialism and verve that marked our early days as a biotechnology pioneer. We encourage our team members to have fulfilling and meaningful careers through exciting assignments, career development, and opportunities!

Under the general direction of Operational Program Leadership, the Supervisor is responsible for overseeing the day-to-day activities of the agent staff that support the program. The supervisor will report to the senior manager to help the program deliver on key performance metrics. This individual will motivate, coach, and assist team members to achieve performance standards and quality measures. This role will also work with team members with respect to personal development and career path opportunities to drive employee engagement and retention.

• Conduct daily monitoring of employee production to ensure teams meet or exceeds 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

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 or 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, medial insurance, physician’s office, or healthcare setting

• Bachelor’s degree preferred

• Previous supervisory or leadership experience preferred

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