Career Category Sales & Marketing Operations Job Description This position is an on-site role in Tampa, FL HOW MIGHT YOU DEFY IMAGINATION? You’ve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? 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. Come do your best work alongside other innovative, driven professionals in this meaningful role. Patient Support Program Operations Supervisor 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. Responsibilities: 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 Win What we expect of you We are all different, yet we all use our unique contributions to serve patients. The Patient Support Program Operations Supervisor professional we seek is a leader with these qualifications. Basic Qualifications: Doctorate degree Or Master’s degree and 2 years of customer service and/or leadership experience Or Bachelor’s degree and 4 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 Thrive What you can expect of us As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being. In addition to the base salary, Amgen offers a Total Rewards Plan comprising 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 including: 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 work arrangements, where possible Apply now for a career that defies imagination Objects in your future are closer than they appear. Join us. careers.amgen.com Ready to Apply for the Job? We highly recommend utilizing Workday's robust Career Profile feature to complete the application process. A link to update your profile is available when you click Apply. You can then complete your Workday profile in minutes with the “Upload My Experience” functionality to upload an updated copy of your resume or you can simply edit the individual sections of your Career Profile. Please note that you should be in your current position for at least 18 months before applying to internal positions. Staff must notify their current manager if invited for an interview. In addition, Staff are ineligible to apply for open positions if (a) their performance is currently being managed on a performance improvement plan (PIP) or other locally utilized formal coaching document or (b) their most recent performance rating was not a “Partially Meets Expectations” or higher. Please visit our Internal Transfer Guidelines for more detailed information . Salary Range 132,115.00 USD - 177,366.00 USD 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