Patient Access and Reimbursement Quality Analyst - US Remote
About the position 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. 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. Under the general direction of the HUB Senior Manager, this Quality Analyst is responsible for ensuring the efficiency 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. Responsibilities • Assist in the design of monitoring format and establishing quality standards • Perform quality assurance monitors and complete checklist • 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 data management system information for training opportunities or gaps • Build a practical plan to address business needs Requirements • Master's degree OR Bachelor's degree and 2 years of relevant experience • Or Associate's degree and 6 years of relevant experience • Or High school diploma / GED and 8 years of relevant experience Nice-to-haves • Attention to detail, prioritization skills and time management • Skilled at active listening and analytical capability • 3+ years working in HUB operations or similar proven experience • Strong facilitation, communication, motivational and social skills • Proficiency with MS Office products • Ability to easily adapt to change and prioritize based on business need • Previous experience working with a quality monitoring management system is preferred Benefits • Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions • Group medical, dental and vision coverage • Life and disability insurance • Flexible spending accounts • A discretionary annual bonus program • 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 tot his job