Operations Analyst, Hub & Copay Services (Remote)

Summary

IQVIA is a global provider of clinical research services, commercial insights, and healthcare intelligence for the life sciences and healthcare industries. The Operations Analyst supports the day-to-day operation, reporting, compliance, and continuous improvement of Patient Access & Support Services programs by analyzing performance, monitoring KPIs, supporting audits, and improving operational processes.

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

Skills

• 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

Qualifications

Must Haves

• 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

Benefits

• Incentive plans, bonuses, and/or other forms of compensation may be offered.
• A range of health and welfare and/or other benefits may be offered.