Manager, Patient Support Operations
Not Disclosed•Full-TimeOn-site
location_on577, Mallard Avenue, Durham, Durham County, North Carolina, 27701, United States
About the Team
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.
About the Role
The Manager, Patient Support Operations serves as a pivotal people-first leader within the Patient Support Services division, bridging the gap between client relationship management and daily program execution. This role is designed to foster a high-performing, patient-centric team culture grounded in empathy, accountability, and continuous improvement.
You will lead, develop, and hold accountable a team of case managers and clinical nurses, driving program performance through data-informed decision-making and operational excellence. The position requires a strategic mindset to solve complex access and affordability challenges, ensuring that solutions address root causes rather than just symptoms. As a self-directed leader, you will thrive in a fast-paced environment, operating effectively with ambiguity to optimize workflows, manage call center operations, and serve as the primary escalation point for complex patient and provider issues.
Hiring Process
- Application Review: Submit your resume and cover letter detailing your experience in patient support HUB programs and leadership roles.
- Screening: A recruiter will review your qualifications and schedule an initial conversation to discuss your background and the role's scope.
- Interviews: Selected candidates will participate in a series of interviews, including a technical deep-dive into operational strategies and a team-fit assessment.
- Offer: Successful candidates will receive a formal offer outlining compensation and benefits.
Equal Opportunity & Integrity
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.
We are committed to integrity in our hiring process and maintain 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 or termination of employment in accordance with applicable law.
Work location
Work model: On-site
577, Mallard Avenue, Durham, Durham County, North Carolina, 27701, United States
Durham, North Carolina
Key Responsibilities
- check_circleLead, manage, and develop a team of case managers and clinical nurses
- check_circleOversee call center operations to ensure quality, accuracy, and compliance
- check_circleServe as escalation point for complex patient, provider, and operational issues
- check_circleEnsure accuracy and compliance of all communications and documentation within CRM systems
- check_circleTrack program performance through KPIs and deliver data-driven reports
- check_circleIdentify workflow bottlenecks and implement solutions to improve efficiency
- check_circleOversee core hub operations including benefits investigation and prior authorization
- check_circleCollaborate with external partners to remove access barriers and improve time-to-therapy
- check_circleMaintain and update SOPs in alignment with client requirements and protocol changes
Requirements
- verifiedMust reside in the United States
- verifiedBachelor's degree or equivalent combination of education and relevant professional experience
- verifiedMinimum 5–7+ years of progressive experience in patient support HUB programs, pharmacy, or healthcare services
- verifiedMinimum 3–5+ years in a direct people leadership role
- verifiedCall center management or operational leadership experience required
- verifiedStrong understanding of payer reimbursement processes, benefits verification, prior authorization workflows, appeals coordination, and patient affordability programs
- verifiedProficiency in CRM/ticketing systems, reporting tools, and Microsoft Office applications (Excel proficiency strongly preferred)
Nice to Have
Experience managing clinical staff, such as nurses. Proficiency in Excel. Proven project management experience in complex, cross-functional environments.
Benefits & Perks
check_circleIncentive plans, bonuses, and other forms of compensation may be offeredcheck_circleRange of health and welfare benefits
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Skills, education and keywords
Skills: CRM, Excel, Microsoft Office, Prior Authorization, Benefits Verification, Appeals Coordination, Patient Support Hub Programs, Payer Reimbursement Processes, Root Cause Analysis, Process Improvement.
Education: Bachelor's degree or equivalent combination of education and relevant professional experience.
Frequently asked questions about Manager, Patient Support Operations at IQVIA
What does a Manager, Patient Support Operations at IQVIA do?expand_more
A Manager, Patient Support Operations at IQVIA is responsible for the following: Lead, manage, and develop a team of case managers and clinical nurses; Oversee call center operations to ensure quality, accuracy, and compliance; Serve as escalation point for complex patient, provider, and operational issues; and Ensure accuracy and compliance of all communications and documentation within CRM systems.
What are the requirements for this Manager, Patient Support Operations role?expand_more
To qualify for the Manager, Patient Support Operations at IQVIA position, applicants should 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; Minimum 3–5+ years in a direct people leadership role; Call center management or operational leadership experience required; and Strong understanding of payer reimbursement processes, benefits verification, prior authorization workflows, appeals coordination, and patient affordability programs.
Where is the Manager, Patient Support Operations role at IQVIA located?expand_more
Manager, Patient Support Operations at IQVIA is based in 577, Mallard Avenue, Durham, Durham County, North Carolina, 27701, United States. This is a on-site role.
Is this Manager, Patient Support Operations job remote, hybrid, or on-site?expand_more
IQVIA has listed this Manager, Patient Support Operations role as on-site.
How much experience is required for this Manager, Patient Support Operations role?expand_more
Manager, Patient Support Operations at IQVIA typically requires 5–7 years of relevant experience at the senior level.
What skills do you need for the Manager, Patient Support Operations role at IQVIA?expand_more
Key skills for Manager, Patient Support Operations at IQVIA include CRM; Excel; Microsoft Office; Prior Authorization; Benefits Verification; Appeals Coordination; Patient Support Hub Programs; and Payer Reimbursement Processes.
What education is required for Manager, Patient Support Operations at IQVIA?expand_more
Educational requirements for this role: Bachelor's degree or equivalent combination of education and relevant professional experience.
What category does the Manager, Patient Support Operations role belong to?expand_more
Manager, Patient Support Operations at IQVIA is part of the healthcare & nursing job category on Recrutus.