Operations Analyst, Hub & Copay Services (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. Under broad guidance, the analyst helps ensure clients obtain maximum value from products and services, facilitating positive and productive long-term relationships. The position supports operational analysis, reporting, quality and compliance activities, technology and workflow improvements, documentation, and client governance. The role is remote and requires the candidate to reside in the country where the job is posted. Candidates must be authorized to work in the United States without visa sponsorship.
Requirements
- Bachelor's degree.
- Four years of related work experience, including hub operations.
- Broad knowledge of the pharmaceutical industry.
- Experience with meeting facilitation, presentations, and training.
- Strong Excel, Power BI, reporting, and data analysis skills.
- Experience with CRM/workflow platforms such as Salesforce, PRM, and hub platforms.
- Knowledge of access, affordability, copay, PAP, and reimbursement processes.
- Strong analytical, communication, and stakeholder management skills.
- Demonstrated problem-solving, analytical, and customer service skills.
- Demonstrated ability to develop and maintain relationships in a diverse business environment.
- Must reside in the country where the job is posted.
- Must be authorized to work in the United States without visa sponsorship.
Responsibilities
- Help ensure clients obtain maximum value from products and services to facilitate positive and productive long-term relationships.
- 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.
Benefits
- Health and welfare benefits may be offered, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
