• First-line customer support response across discord, live chat, & email • Develop a culture of delightful customer support across multiple channels • Act as a trusted point of contact for the community • Build internal programs, tools, resources, and training for support improvements • Act in compliance with regulatory and operational standards • Use user pain points to drive product improvement.

• Provide frontline support to municipal customers using GL and AP features within our software, via phone, email, and our internal ticketing systems. • Troubleshoot accounting-related issues including fund accounting structure, journal entries, approval workflows, vendor management, encumbrances, invoice processing, and payment runs. • Educate users on product functionality, accounting best practices, and system updates. • Collaborate with Product, Engineering, and QA teams to escalate and track complex issues and enhancement requests. • Maintain detailed documentation and contribute to knowledge articles, FAQs, and support training materials. • Assist with onboarding and user training for new customers. • Stay current on public sector accounting standards, compliance requirements, and audit considerations. • Identify recurring themes or support trends and provide insights that influence product improvements.

• Provide support to our customers using the company channels - tickets, chat, email, and online meetings. • Liaise with our L2 team to find solutions. • Help troubleshoot our API and solve technical problems. • Support our partners and clients in navigating the WhatsApp API ecosystem. • Communicate with Meta representatives. • Close collaboration with EMEA Sales and Account Management Teams

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. Amgen is advancing a broad and deep pipeline and portfolio 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. Patient Access Liaison – TEPEZZA - Rare Disease Live What you will do Let’s do this. Let’s change the world. In this vital role you will provide logistical, non-medical educational assistance to patients and caregivers as well as office and site of care staff, including physicians, nurses, office managers and executives. Strong knowledge and demonstrated history of access and reimbursement for buy and bill/infused pharmaceutical products is required. The PAL works in highly visible, strong team environment to provide exceptional customer service on all levels. The PAL will work with the patient, the physician and the Site of Care to educate on next steps required to gain access to therapy. The PAL will also work to maintain relationships with patients and families, and by extension physicians and their staff and cross-functional partners to support ongoing compliance with therapy. The PAL will work with numerous internal teams, including Market Access, Medical Affairs, Advocacy, Marketing, and Site of Care to facilitate and improve patient access to insurance, medications, financial support, resources and more. Responsibilities - Secure written or electronic patient HIPAA for patients in the assigned geography - Develop relationships with patients and caregivers by engaging via phone, text, email, virtual or in person connections - Assess individual needs of the patient and develop an appropriate education and resource plan of action, considering the patient’s family and team of healthcare providers to empower the patient to become their own advocate - Educate the patient on TEPEZZA coverage based on their benefits and the steps needed to gain prior authorization to ensure understanding of the process for medication access - Provide information on co-pay assistance programs, national foundations, and free drug programs by sharing information to patients as appropriate and needed - Provide proactive education to prescribers and sites of care upon patient enrollment on coverage for Horizon rare disease therapies, common prior authorization requirements, and coding and billings requirements - Provide access and reimbursement education based on the enrolled patient’s TEPEZZA benefits to physician offices and sites of care - Educate the physician office and/or SOC on TEPEZZA coverage based on the patient’s benefits and the steps needed to gain prior authorization to ensure understanding of the process for medication access - Investigate access challenges pre and post-infusion to include support for denied claims and claim reviews - Partner with Safety and PV and report AE’s and product complaints through medical information. - Work closely with the Horizon cross functional team including Case Managers, the Site of Care team, market access, matrix partners and external vendors - Adhere to professional standards compliance guidance, policies and procedures, federal, state, and local requirements Win What we expect of you We are all different, yet we all use our unique contributions to serve patients. Basic Qualifications: Doctorate degree and 2 years of patient services, and/or access and reimbursement, experience OR Master's degree and 4 years of patient services, and/or access and reimbursement, experience OR Bachelor's degree and 6 years of patient services, and/or access and reimbursement, experience Preferred Qualifications: - Scientific background and ability to learn product and disease information. - Nursing or other clinical background a plus - Access and reimbursement for buy and bill products - Orphan or Rare disease experience. - Familiarity with HIPAA guidelines and FDA requirements. - Familiarity with and Adherence to internal and OIG Compliance guidelines a must - Ability to handle difficult patient cases and resolve hurdles. - Ability to work in team environment and manage communication with case Liaisons and sales reps. - Ability to respond immediately when necessary (within 24 hours) to prevent lapses in treatment. - Strong analytical skills and ability to report on meaningful activity in the region. - Proficient in Microsoft Office. - Professional, proactive demeanor. - Strong interpersonal skills and strategic mindset. - Excellent written and verbal communication skills. - Potential for up to 50% travel, including some overnight and weekend commitments. 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. 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. 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 Application deadline 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. 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, or disability status. 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. .Salary Range 178,336.00 USD - 201,298.00 USD