Patient Access Quality Manager

Career Category

Sales & Marketing Operations

Job Description

You’ve earned your degree. How will you use that achievement to reach your goals? Do more with the knowledge you’ve worked hard to acquire and the passion you already have. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies, reaching over 10 million patients worldwide. Become the professional you are meant to be in this meaningful role.

Quality Manager – Reimbursement Hub

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What you will do

Let’s do this! 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 a unique opportunity to work on a dynamic launch brand, gain portfolio product experience, and help build a new best-in-class patient support program from the ground up.

Amgen is an innovative organization with a powerful sense of shared purpose toward our mission: to serve patients. Within Patient Access, we will provide you the capabilities, resources, and rewards of a global enterprise, entrepreneurialism and verve that marked our early days as a biotechnology pioneer. We encourage our team members to have fulfilling and significant careers through exciting assignments, career development, and valuable opportunities!

Job Overview

Under the general direction of the HUB Senior Manager, this Quality Analyst is responsible for ensuring the efficiency and accuracy of the HUB processes and personnel. This position will evaluate performance across all types of the omni channel contacts with customers. The Analyst will work cross-functionally with Knowledge Management, Training and Operation Supervisors to assist in closing any gaps and to drive continuous improvement of HUB services.

Key Responsibilities:

• Assist in the designing of the quality monitoring program across the medical benefit portfolio
• Perform quality assurance checks to ensure accuracy of summary of benefits sent out to providers  
• Work with the Pulse team to improve the layout and presentation of the summary of   benefits
• Collaborate through calibration sessions with Leadership, Training and Knowledge Management to ensure consistent evaluation
• Perform side by sides and call listening sessions
• Provide feedback to Advocates, Leadership and Trainers
• Analyze Pulse CRM and identify areas for quality improvement

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What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The professional we seek has these qualifications.

Basic Qualifications:

Doctorate degree
OR
Master’s degree and 2 years of proven experience in a reimbursement HUB, medial insurance, physician’s office, or healthcare setting
OR
Bachelor’s degree and 4 years of  proven experience in a reimbursement HUB, medial insurance, physician’s office, or healthcare setting
OR
Associate’s degree and 8 years of  proven experience in a reimbursement HUB, medial insurance, physician’s office, or healthcare setting
OR
High school diploma / GED and 10 years of  proven experience in a reimbursement HUB, medial insurance, physician’s office, or healthcare setting

Preferred Qualifications:

• Previous supervisory or leadership experience preferred In depth knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes
• Dynamic individual who can work across multiple teams to identify quality issues and quickly resolve them

Critical Success Factors:

• Strong social skills and attention to detail
• Ability to communicate effectively both orally and in writing
• Ability to handle multiple tasks
• Solid understanding of Microsoft Office and expertise in internal CRM/Pulse platform
• Flexibility to continuously evaluate and prioritize contending assignments

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers a Total Rewards Plan, based on eligibility, comprising of health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities that may include:

• A comprehensive employee benefits package, including a Retirement and Savings Plan with generous com