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

Amgen; Tampa (FL); Hybrid; USD 132,000 - 178,000; Full time

Benefits offered by this job

Total Rewards Plan

Bonus program

Flexible work models

Job summary

Amgen in Tampa seeks a Patient Support Program Operations Supervisor to lead HUB services, oversee agents, and ensure service quality. You will monitor metrics, coach staff, and assist with hiring, training, and process improvements.

The role supports flexible work arrangements with a comprehensive benefits package and a competitive salary range. Expect collaboration across departments to optimize patient access programs.

Qualifications

• Doctorate or Master’s with 3+ years in customer service/leadership
• Experience directly managing people or leading teams, projects, or programs
• Knowledge of reimbursement, patient assistance programs, and healthcare processes (preferred)

Responsibilities

• Oversee day-to-day HUB services operations and agent performance
• Monitor productivity and quality metrics; conduct performance reviews
• Coach staff and participate in hiring/termination decisions
• Develop training materials and ensure SOP compliance
• Identify issues and implement continuous program improvements

Skills

People management

Leadership

Team coaching

Performance feedback

Education

Doctorate degree

Master’s degree

Bachelor’s degree

Associate’s degree

High school diploma/GED

Job description

Career Category Sales 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 lie 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

Reporting to the HUB Operations Senior Manager, the Supervisor oversees the day-to-day operations of the agents supporting the program and helps ensure consistent service delivery. Monitor daily productivity and quality metrics to ensure the team meets or exceeds established standards. Conduct routine performance reviews and provide feedback to direct reports. Actively coach staff. Assist with hiring and termination processes. 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 staff. Proactively identify program issues and propose solutions. Maintain positive rapport with internal and external customers to identify areas for continuous program improvement. Follow applicable program and contract requirements, and elevate potential issues. Contribute to project plans and standard operating procedures. Analyze reports, identify trends, and recommend actions. Report all adverse events disclosed in accordance with training and applicable standard operating procedures. Perform related duties as assigned.

What we expect of you

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 of 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, medical 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, and operational policies and processes. A dynamic leader who can energize multidisciplinary work teams to learn and apply new skills and/or techniques in response to business needs.

What you can expect from us

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 on eligibility, comprising health and welfare plans for staff and eligible dependents, financial plans with opportunities to save toward 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 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.
• Flexible work models, including remote and hybrid work arrangements, where possible.

Salary Range

Salary Range 131,889.40USD -178,438.60 USD

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.

For more information, visit www.amgen.com and follow us on www.twitter.com/amgen