Note: The job is a remote job and is open to candidates in USA. 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
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.
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