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Amgen Patient Services Excellence Analyst in Mississauga, Ontario

Title: Patient Services Excellence Analyst

Reports to: Patient Services Lead, Value Access & Policy

Location: Mississauga

Req#: R-74673


Amgen is one of the worlds’ leading biotechnology companies. Amgen is a values-based company, deeply rooted in science and innovation to transform new ideas and discoveries into medicines for patients with serious illnesses. Amgen’s mission is To Serve Patients, and our Patient Support Programs (PSPs) are the cornerstone of how this pledge and commitment is put into action to support patients throughout their treatment journey.

Amgen has embarked on an initiative to enhance our PSP platform to better serve patients and health care providers, through partnership with, technology vendors & patient service providers to develop a world class Customer Relationship Management (CRM) system.

Amgen has an exciting opportunity to join our Patient Services team in the new role of Patient Services Excellence Analyst to collaborate with program management, internal cross-functional stakeholders and external vendor partners to support PSP service excellence, portfolio CRM implementation, and the build-out of reporting & analytics framework to support transformation.

Internal Candidates are required to have a discussion with their current manager regarding intent to apply.

Key Accountabilities:

  • Provide business intelligence to Patient Services Team and other business stakeholders to support strategic decision-making and PSP service excellence

  • Apply critical thinking and problem-solving skills to evaluate portfolio Patient Support Program processes and performance effectiveness. Work collaboratively with cross-functional stakeholders to develop standard, ad hoc, and customized reports to generate insights & recommendations for future efforts.

  • Proactive translation of actionable insights and provide support in interpreting data, including delivering presentations to individuals and groups.

  • Develop operational reporting to Service Leads to support vendor performance oversight

  • Support the integration, coordination, and data integrity and reporting out of multiple systems. Communicates and collaborates with cross-functional team in managing day-to-day aspects of projects, and act as the primary contact for IT partners to troubleshoot & resolve issues as needed.

  • Participates and contributes on project teams during design and implementation of new services, systems testing and validation for implementation of new technology.

Basic Qualifications

BA or BSC degree

Preferred Qualifications

  • 3+ years of Data Analyst/Business Intelligence experience. SalesForce CRM system and Tableau experience is a strong asset. LEAN or Six Sigma certification

  • Demonstrated experience with MS Excel, Tableau, Cognos, and/or other BI Software, along with experience creating & delivering presentations in PowerPoint

  • Experience with Patient Support Programs in pharmaceutical/medical environment; business understanding of Canadian reimbursement access environment

  • Aptitude in the areas of abstract and numerical reasoning and critical thinking

  • Strong planning, organizational and communication skills

  • Highly detail oriented and the ability to multi-task and prioritize

  • Proven ability to work within a self-directed environment and collaboratively with both internal and external partners

Amgen endeavors to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process. Please contact to make a request and ensure you include the requisition number.

Reasonable accommodations are available, upon request, to facilitate the equal participation of candidates with disabilities, should you be selected for an interview .