Operations Analyst, Hub & Copay Services (Remote)

IQVIA; Durham (NC); Remote; USD 55,000 - 60,000; Full time

Job summary

IQVIA is seeking an Operations Analyst for Hub & Copay Services. You will monitor performance, build dashboards, analyze trends, and drive process improvements to support PASS programs and client relationships.

This role requires 4+ years in hub operations, strong Excel/Power BI skills, and collaboration with multiple teams. Based in the US, you will contribute to QA, data validation, and reporting accuracy.

Qualifications

• Bachelor's degree and 4+ years in hub operations or similar.
• Strong Excel, Power BI, reporting and data analysis skills.
• Experience with CRM/workflow platforms (Salesforce, PRM, Hub platforms).
• Excellent communication and stakeholder management skills.

Responsibilities

• Under broad guidance, ensures clients obtain maximum value from products and services.
• Analyze hub operations, productivity, case management, queue performance, and SLA attainment.
• Create operational dashboards, scorecards, and client reporting packages.
• Monitor service-level performance and elevate risks or trends.
• Conduct root cause analysis of operational issues and recommend 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 and workflow improvements.
• Develop SOPs, process documentation, and training materials.
• Support client governance meetings and operational reviews.
• Validate data and ensure reporting accuracy.

Skills

Excel

Power BI

Reporting

Data analysis

Stakeholder management

Education

Bachelor's Degree

Tools

Salesforce

CRM platforms

Job description

Operations Analyst, Hub & Copay Services

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.

Job 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 elevate 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.

Required Qualifications

• 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

Note: This role is not eligible for visa sponsorship. Candidates must have authorization to work in the US without the need for sponsorship.

About IQVIA

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law.

The potential base pay range for this role is $55,000 - $60,000 annually. The actual base pay offered may vary based on a number of factors including job‑related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

Thank you for your interest in growing your career with us.