IQVIA
Manager,PatientSupportOperations
Neural analysis suggests this role is
optimal for Senior candidates.
“Manager, Patient Support Operations at IQVIA. Skills: people leadership, operational leadership, data-driven decision-making, continuous improvement, client relationship management, process management, cross-functional coordination, vendor/stakeholder management, resource planning. Overseeing daily program operations. Leading, managing, and developing team members”
What You'll Achieve.
achievement of program KPIs, quality standards, and service expectations; ensure efficient daily operations and workflow management; minimize overtime and controlling costs; ensure quality, accuracy, and compliance; ensuring timely and effective resolution; improve efficiency, quality, and patient/provider experience; remove access barriers and improve time-to-therapy; drive program performance
Industry & Context.
solving complex access and affordability challenges; implementing solutions at a root cause level; diagnose issues; drive continuous improvement; Identify workflow bottlenecks and root causes of delays or patient abandonment, implementing solutions to improve efficiency, quality, and patient/provider experience; conduct root cause analysis; implement process improvements; making sound decisions with evolving or incomplete information
Must reside in the United States
What They're Looking For.
Must Have
Must reside in the United States, Bachelor’s degree or equivalent combination of education and relevant professional experience, Minimum 5–7+ years of progressive experience in patient support HUB programs, pharmacy, or healthcare services, at least 3–5+ years in a direct people leadership role managing and developing teams of 6–10+ employees, Call center management or operational leadership experience required, 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 client-facing capabilities
Nice to Have
experience managing clinical staff, such as nurses, preferred, Proven project management experience in complex, cross-functional environments preferred
What You'll Do.
Overseeing daily program operations
and developing team members
Providing ongoing coaching
and performance management
Establishing and optimizing work procedures
Scheduling and managing staffing
Overseeing call center operations
Serving as an escalation point for complex patient
and operational issues
and compliance of all communications and documentation
Tracking and reporting program performance through KPI
Identifying workflow bottlenecks and root causes of delays or patient abandonment
implementing solutions
Overseeing core hub operations
including benefits investigation
prior authorization support
and patient affordability pathways
Collaborating with internal teams and external partners
Maintaining and updating SOPs
Serving as a key point of contact for the client
Contributing to client communications and business reviews
Supporting the development and refinement of program materials
and operational assets
How You'll Work.
Team & Collaboration
Collaborate with internal teams and external partners (e. g. , pharmacies, vendors) to remove access barriers and improve time-to-therapy; Partner with senior leadership to support overall client strategy, ensuring alignment between program execution and client expectations
Communication Scope
Exceptional written and verbal communication skills, with client-facing capabilities; communication and presentation skills, with the ability to influence clients and internal stakeholders
Process & Methodology
Proven project management experience in complex, cross-functional environments preferred
Full Job Description
# **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 ac
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