Manager, Patient Support Operations

Position Summary

The Manager, Patient Support Operations, supports client relationship management with the manufacturer and Patient Support Services division while overseeing daily program operations. This role provides operational leadership, strategic insight, and execution support. This is a people-first leadership role responsible for leading, developing, and holding accountable a team of case managers and clinical nurses. The Manager, Patient Support Operations, must foster a high-performing, patient-centric team culture grounded in empathy, accountability, and continuous improvement. The role is also responsible for driving program performance through data-informed decision-making, operational excellence, and a strong focus on implementing solutions at a root cause level. The ideal candidate is a highly motivated, self-directed leader who thrives in a fast-paced environment, operates effectively with ambiguity, and demonstrates a strategic mindset in solving complex access and affordability challenges.

Primary Responsibilities

• Lead, manage, and develop team members by setting clear expectations and driving accountability for individual and team performance, while fostering a culture that balances empathy and accountability
• Provide ongoing coaching, feedback, and performance management to ensure achievement of program KPIs, quality standards, and service expectations
• Establish and optimize work procedures to ensure efficient daily operations and workflow management for the assigned program
• Schedule and manage staffing to meet operational needs while minimizing overtime and controlling costs
• Oversee call center operations, including monitoring staff interactions with patients, providers, and third-party payers to ensure quality, accuracy, and compliance
• Serve as an escalation point for complex patient, provider, and operational issues, ensuring timely and effective resolution
• Ensure accuracy, quality, and compliance of all communications and documentation, including enrollment, consent, and case activity within CRM systems
• Own and manage program performance through KPI tracking and reporting, using data to identify trends, diagnose issues, and drive continuous improvement
• Produce and deliver recurring performance reports (weekly, monthly, and quarterly), including actionable, data-driven insights and recommendations
• Identify workflow bottlenecks and root causes of delays or patient abandonment, implementing solutions to improve efficiency, quality, and patient/provider experience
• Oversee core hub operations, including benefits investigation, prior authorization support, appeals coordination, and patient affordability pathways
• Collaborate with internal teams and external partners (e.g., pharmacies, vendors) to remove access barriers and improve time-to-therapy
• Maintain and update SOPs in alignment with client requirements and protocol changes, ensuring proper version control
• Serve as a key point of contact for the client, supporting relationship management through regular communication, operational updates, and issue resolution
• Contribute to client communications and business reviews by preparing insights, reporting, and operational summaries
• Partner with senior leadership to support overall client strategy, ensuring alignment between program execution and client expectations
• Support the development and refinement of program materials, workflows, and operational assets

Additional Responsibilities

• Maintain and expand professional knowledge through ongoing training and development opportunities

Required Qualifications

• Must reside in the United States
• Bachelor’s degree or equivalent combination of education and relevant professional experience required; significant hands-on experience in patient support HUB programs and leadership roles will be strongly considered in lieu of a degree
• Minimum 5–7+ years of progressive experience in patient support HUB programs, pharmacy, or healthcare services, including at least 3–5+ years in a direct people leadership role managing and developing teams of 6–10+ employees (experience managing clinical staff, such as nurses, preferred)
• Call center management or operational leadership experience required
• Strong understanding of payer reimbursement processes (medical and pharmacy), benefits verification, prior authorization workflows, appeals coordination, and patient affordability programs
• Proven ability to analyze performance metrics, conduct root cause analysis, and implement process improvements
• Demonstrated ability to manage competing priorities and operate effectively with limited direction in a dynamic environment
• Exceptional written and verbal communication skills, with strong client-facing capabilities

Skills and Abilities

• Strong people leadership skills, with the ability to balance empathy, engagement, and accountability to drive high team performance
• Strong data-driven mindset, with the ability to translate insights into actionable recommendations for program optimization and performance improvement
• Strategic thinker with a focus on delivering patient-centric solutions and improving the overall patient and provider experience
• High level of autonomy, with comfort navigating ambiguity and making sound decisions with evolving or incomplete information
• Proficiency in CRM/ticketing systems, reporting tools, and Microsoft Office applications (Excel proficiency strongly preferred)
• Strong business acumen, including understanding of pharmaceutical patient support services and access environments
• Effective change management and process improvement capabilities
• Strong communication and presentation skills, with the ability to influence clients and internal stakeholders
• Proven project management experience in complex, cross-functional environments preferred
• Demonstrated leadership and team-building capabilities

This role is posted under a market-aligned title to better reflect the scope and candidate profile. The internal title for this position is Program Manager within PASS.

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. Learn more at https://jobs.iqvia.com

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. https://jobs.iqvia.com/eoe

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. We appreciate your honesty and professionalism.

The potential base pay range for this role is $85,000 - $110,000 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.