Job Title: Manager, Hub Operations
Location: Remote – US
About Neovance:
At Neovance, we’re transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy.
Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them.
Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time.
The Opportunity:
As Hub Operations Manager, you will provide strategic oversight and day-to-day leadership across Neovance programs, including HUB services, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs. You will lead and develop frontline Supervisors, translate client expectations and contracted performance metrics into action, and drive strong program performance across productivity, quality, turnaround time, staffing, employee engagement, and profitability. Working closely with Customer Success and cross-functional partners, you will resolve escalations, identify risks and root causes, and implement improvements that support effective program delivery.
What You'll Do:
- Lead program operations: Provide strategic oversight and day-to-day leadership for assigned programs, and develop, implement, and evolve program management guidelines and expectations to drive results for the business and employees.
- Manage and develop Supervisors: Oversee Supervisor performance, participate in recruiting, write performance reviews, address personnel and performance issues, and support timely Individual Development Plans and Performance Improvement Plans. Develop direct and indirect reports through coaching, training, and career development, and ensure required staff administration processes are completed.
- Drive client and program performance: Understand and communicate contracted SLAs, KPIs, client expectations, and goals. Develop and oversee plans to meet productivity, quality, and turnaround time (TAT) metrics, minimize escalations to less than 1%, manage shrinkage effectively, reduce attrition, increase retention, and ensure program adherence to the contract.
- Strengthen quality and continuous improvement: Manage agent and program performance, assess escalation and remediation procedures, establish regular reviews of client metrics, downtime, and employee engagement, and use root cause analysis and data to address deviations and mitigate risk.
- Partner across the business: Work with Customer Success and cross-functional partners to support client requests, resolve issues, and ensure successful service delivery. Act as an escalation point for employee and Supervisor concerns and participate in skip-level meetings to stay connected to staff.
- Plan staffing and support hiring: Ensure programs are adequately staffed to achieve performance measures. Participate in recruiting and onboarding as needed, monitor program volume and staffing needs, and work with the Manager of Talent Acquisition to keep staffing forecasts aligned to program resource requirements.
- Manage program financial performance: Review program budgets and volume, adjust internal revenue forecasts as needed, communicate changes to appropriate parties, and identify process improvements that address budget issues, maintain appropriate contribution margins (CMs), and improve efficiency.
- Provide tactical Supervisor oversight: Ensure Supervisors monitor agent calls, provide feedback and remediation plans, identify and escalate program trends, monitor volume fluctuations, and recommend staffing changes. Serve as backup to Supervisors and other managerial positions as necessary.
What You'll Bring:
- Education: Bachelor's degree in any discipline or an equivalent combination of education and work experience. Candidates without a bachelor's degree must have a High School Diploma or equivalent education and ideally 5 years of equivalent work experience in a relevant field.
- Experience: Minimum 7 years of experience in healthcare, including at least 2 years of mandatory managerial experience handling Benefit Verification and Application Processing.
- Operations and technology expertise: Strong understanding of FPA operations and systems navigation, operational processes, performance metrics, customer relationship management tools, and other business systems, with intermediate to advanced computer skills.
- Analytical and reporting skills: Strong forecasting and analytical skills related to optimal program performance, including the ability to oversee client reporting requirements, analyze data, and clearly report findings back to clients.
- Leadership and collaboration: Strong management, leadership, coaching, mentoring, negotiation, and interpersonal skills, with the ability to manage indirectly, influence stakeholders, work effectively through collaboration, and apply sound business acumen.
- Client and communication skills: Demonstrated customer service focus and very strong oral communication, writing, and presentation skills, with good judgment in managing and escalating client or project issues and the ability to keep client strategy in mind.
- Execution and problem solving: Exceptional time management and prioritization skills, with the ability to manage multiple projects, learn and retain information quickly, work across the business, adapt to ambiguity, identify problems, take initiative, quickly grasp complex issues, and connect day-to-day activity to the broader business picture.
Compensation & Benefits:
The base salary range for this position is $100,000 – $120,000 USD annually.
All job offers are determined based on a candidate’s location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data.
Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including:
- Medical, Dental, and Vision coverage
- Life Insurance
- Short- and Long-Term Disability
- 401(k) with a 5% company match with immediate vesting
- Personal Time Off (PTO) or Flexible Time Off (FTO)
- Company bonus where applicable
Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages—especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview. For a full list of our job openings visit our career page.
#LI-NV
Bachelor's degree or equivalent; 7+ years healthcare experience including 2+ years managing Benefit Verification and Application Processing; strong leadership, analytical, and communication skills; intermediate to advanced computer skills.
Key Responsibilities
- leading program operations
- managing supervisors
- driving client performance
Skills & Tools
CRM
Job Details
- Category: Business Operations
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 100,000 – 120,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Neovance
A technology-enabled patient access solutions provider partnering with the biopharmaceutical industry. — Industry: Healthcare