Operations Analyst, Hub & Copay Services (Remote)

Operations Analyst, Hub & Copay Services

The Hub Operations Analyst supports the day-to-day operation, performance, reporting, compliance, and continuous improvement of Patient Access & Support Services (PASS) programs. The role partners with Program Managers, Client Services, Hub Operations, Affordability, Pharmacy, Technology, and Quality teams to monitor operational performance, analyze trends, identify risks, and implement process improvements that improve patient, provider, and client outcomes.

Job Responsibilities:

Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused. 

• Analyze hub operations, productivity, case management, queue performance, and SLA attainment. 

• Create operational dashboards, scorecards, and client reporting packages. 

• Monitor service-level performance and escalate risks or emerging trends. 

• Conduct root cause analysis of operational issues and recommend corrective actions. 

• Support audits, CAPA activities, and quality monitoring programs. 

• Track program KPIs including enrollment, BI, PA, appeals, copay, PAP, adherence, and pharmacy metrics. 

• Partner with technology teams on system enhancements, defect investigations, and workflow improvements. 

• Develop process documentation, SOPs, work instructions, and training materials. 

• Support client governance meetings and operational reviews. 

• Facilitate data validation and ensure reporting accuracy. 

 Required Qualifications:

• Bachelor's Degree
• Four (4) years of related work experience, including hub operations 
• Broad knowledge of the pharmaceutical industry 
• Meeting facilitation, presentation and training experience 
• Strong Excel, Power BI, reporting, and data analysis skills 
• Experience with CRM/workflow platforms (Salesforce, PRM, Hub platforms).  
• Knowledge of access, affordability, copay, PAP, and reimbursement processes 
• Strong analytical, communication, and stakeholder management skills. 
• Demonstrated problem solving, analytical and strong customer service skills 
• Demonstrated ability to develop and maintain relationships in a diverse business environment 
• Must reside in country where the job is posted.

Note: This role is not eligible for visa sponsorship. Candidates must have authorization to work in the US without the need for sponsorship.

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role is $55,000 - $60,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.