Job Title: Operations Analyst, Hub & Copay Services (Remote)

Job Location: Durham, North Carolina, United States of America

Job Location Type: Remote

Job Contract Type: Full-time

Job Seniority Level:

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 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.

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

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.