Manager, Patient Support Operations

IQVIA•Durham, NC

About The Position

The Manager, Patient Support Operations, supports client relationship management with the manufacturer and Patient Support Services division while overseeing daily program operations. This role provides operational leadership, strategic insight, and execution support. This is a people-first leadership role responsible for leading, developing, and holding accountable a team of case managers and clinical nurses. The Manager, Patient Support Operations, must foster a high-performing, patient-centric team culture grounded in empathy, accountability, and continuous improvement. The role is also responsible for driving program performance through data-informed decision-making, operational excellence, and a strong focus on implementing solutions at a root cause level. The ideal candidate is a highly motivated, self-directed leader who thrives in a fast-paced environment, operates effectively with ambiguity, and demonstrates a strategic mindset in solving complex access and affordability challenges.

Requirements

Must reside in the United States
Bachelor’s degree or equivalent combination of education and relevant professional experience required; significant hands-on experience in patient support HUB programs and leadership roles will be strongly considered in lieu of a degree
Minimum 5–7+ years of progressive experience in patient support HUB programs, pharmacy, or healthcare services, including at least 3–5+ years in a direct people leadership role managing and developing teams of 6–10+ employees (experience managing clinical staff, such as nurses, preferred)
Call center management or operational leadership experience required
Strong understanding of payer reimbursement processes (medical and pharmacy), benefits verification, prior authorization workflows, appeals coordination, and patient affordability programs
Proven ability to analyze performance metrics, conduct root cause analysis, and implement process improvements
Demonstrated ability to manage competing priorities and operate effectively with limited direction in a dynamic environment
Exceptional written and verbal communication skills, with strong client-facing capabilities
Strong people leadership skills, with the ability to balance empathy, engagement, and accountability to drive high team performance
Strong data-driven mindset, with the ability to translate insights into actionable recommendations for program optimization and performance improvement
Strategic thinker with a focus on delivering patient-centric solutions and improving the overall patient and provider experience
High level of autonomy, with comfort navigating ambiguity and making sound decisions with evolving or incomplete information
Proficiency in CRM/ticketing systems, reporting tools, and Microsoft Office applications (Excel proficiency strongly preferred)
Strong business acumen, including understanding of pharmaceutical patient support services and access environments
Effective change management and process improvement capabilities
Strong communication and presentation skills, with the ability to influence clients and internal stakeholders
Proven project management experience in complex, cross-functional environments preferred
Demonstrated leadership and team-building capabilities

Responsibilities

Lead, manage, and develop team members by setting clear expectations and driving accountability for individual and team performance, while fostering a culture that balances empathy and accountability
Provide ongoing coaching, feedback, and performance management to ensure achievement of program KPIs, quality standards, and service expectations
Establish and optimize work procedures to ensure efficient daily operations and workflow management for the assigned program
Schedule and manage staffing to meet operational needs while minimizing overtime and controlling costs
Oversee call center operations, including monitoring staff interactions with patients, providers, and third-party payers to ensure quality, accuracy, and compliance
Serve as an escalation point for complex patient, provider, and operational issues, ensuring timely and effective resolution
Ensure accuracy, quality, and compliance of all communications and documentation, including enrollment, consent, and case activity within CRM systems
Own and manage program performance through KPI tracking and reporting, using data to identify trends, diagnose issues, and drive continuous improvement
Produce and deliver recurring performance reports (weekly, monthly, and quarterly), including actionable, data-driven insights and recommendations
Identify workflow bottlenecks and root causes of delays or patient abandonment, implementing solutions to improve efficiency, quality, and patient/provider experience
Oversee core hub operations, including benefits investigation, prior authorization support, appeals coordination, and patient affordability pathways
Collaborate with internal teams and external partners (e.g., pharmacies, vendors) to remove access barriers and improve time-to-therapy
Maintain and update SOPs in alignment with client requirements and protocol changes, ensuring proper version control
Serve as a key point of contact for the client, supporting relationship management through regular communication, operational updates, and issue resolution
Contribute to client communications and business reviews by preparing insights, reporting, and operational summaries
Partner with senior leadership to support overall client strategy, ensuring alignment between program execution and client expectations
Support the development and refinement of program materials, workflows, and operational assets
Maintain and expand professional knowledge through ongoing training and development opportunities