Operations Analyst, Hub & Copay Services

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Assist in the daily operations, performance tracking, reporting, compliance, and ongoing enhancement of Patient Access & Support Services programs.

• Collaborate with Program Managers, Client Services, Hub Operations, Affordability, Pharmacy, Technology, and Quality teams.

• Evaluate hub operations, productivity, case management, queue performance, and service level agreement (SLA) achievement.

• Generate operational dashboards, scorecards, and reporting packages for clients.

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

• Perform root cause analysis of operational challenges and propose corrective measures.

• Assist with audits, corrective and preventive action (CAPA) initiatives, and quality monitoring programs.

• Track program key performance indicators (KPIs) including enrollment, business intelligence (BI), prior authorization (PA), appeals, copay, patient assistance programs (PAP), adherence, and pharmacy metrics.

• Collaborate with technology teams on system enhancements, defect investigations, and process improvements.

• Create process documentation, standard operating procedures (SOPs), work instructions, and training materials.

• Support client governance meetings and conduct operational reviews.

• Facilitate data validation to ensure accurate reporting.

• Ensure clients derive maximum value from products and services to foster positive and productive long-term relationships.

⛳️ Requirements

• Bachelor's Degree.

• Four (4) years of relevant work experience, particularly in hub operations.

• Extensive knowledge of the pharmaceutical industry.

• Experience in meeting facilitation, presentations, and training.

• Proficient in Excel, Power BI, reporting, and data analysis.

• Familiarity with CRM/workflow platforms (Salesforce, PRM, Hub platforms).

• Understanding of access, affordability, copay, PAP, and reimbursement processes.

• Strong analytical, communication, and stakeholder management abilities.

• Proven problem-solving, analytical, and exceptional customer service skills.

• Demonstrated capacity to develop and sustain relationships in a diverse business environment.

• Must be residing in the country where the job is advertised.

• Candidates must possess authorization to work in the US without requiring sponsorship.

🏝️ Benefits

• Incentive plans, bonuses, and/or other forms of compensation may be available.

• Health and welfare benefits may be provided.

• We are an equal opportunity employer.