Operations Analyst, Hub & Copay Services (Remote)

IQVIA•Durham, NC

3d•Remote

About The Position

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.

Requirements

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.
Candidates must have authorization to work in the US without the need for sponsorship.

Responsibilities

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.