HUB Operations Manager

1002 Amgen USA Inc.; Tampa (FL); On-site; USD 132,000 - 178,000; Full time

Benefits offered by this job

Remote and hybrid work options

Competitive benefits

Job summary

Amgen Inc. is hiring for a Sales & Marketing Operations role in Tampa that oversees the day‑to‑day activities of the agent staff supporting the program. You will coach, monitor performance, and help drive performance metrics within a dynamic patient support framework.

The role emphasizes leadership, collaboration with cross‑functional teams, and adherence to SOPs to ensure high quality service and patient outcomes. Competitive benefits and hybrid work options are available.

Qualifications

• Doctorate or equivalent combination of education and experience required.
• Master’s degree and 3+ years customer service and/or leadership experience.
• Bachelor’s degree and 5 years customer service and/or leadership experience.
• Associate’s degree and 10 years customer service and/or leadership experience.
• High school diploma / GED and 12 years customer service and/or leadership experience.
• 3+ years of proven experience in a reimbursement HUB, medical insurance, physician’s office, or healthcare setting.

Responsibilities

• Conduct daily monitoring of employee production 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 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.
• Understand contract obligations.
• Analyze reports for trends and give recommendations.
• Report all Adverse Events (AE) disclosed in alignment with SOP.

Skills

Leadership

Customer service

Education

Doctorate degree

Master’s degree

Bachelor’s degree

Associate’s degree

High school diploma / GED

Job description

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. Amgen is advancing a broad and deep pipeline of medicines to treat cancer, heart disease, inflammatory conditions, rare diseases, and obesity and obesity‑related conditions. 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.

Live 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

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
• In depth knowledge of reimbursement, patient assistance programs, database elements and functionality; operational policies and processes
• Dynamic leader who can energize multidisciplinary work teams to learn and apply new skills and /or techniques to respond to the business needs

What you can expect from 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.

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including but not limited to, relevant skills, experience, and qualifications.

In addition to the base salary, Amgen offers a Total Rewards Plan, based 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:

Benefits

• A comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts
• A discretionary annual bonus program, or for field sales representatives, a sales‑based incentive plan
• Stock‑based long‑term incentives
• Award‑winning time‑off plans and bi‑annual company‑wide shutdowns
• Flexible work models, including remote and hybrid work arrangements, where possible

Salary Range 131,889.40USD -178,438.60 USD

Sponsorship for this role is not guaranteed.

In any materials you submit, you may redact or remove age‑identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Amgen does not have an application deadline for this position; we will continue accepting applications until we receive a sufficient number or select a candidate for the position.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status.

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential. For more information, visit www.amgen.com and follow us on www.twitter.com/amgen