Senior Manager, HUB Operations

About the role

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

Position Summary: Under the general direction of Senior Operations leadership/Director, the Senior Operations Hub Manager is responsible for leading a patient support and pharmaceutical reimbursement program with a focus on patient education for injectable medications. This leader will oversee team performance, ensure compliance with regulatory and client requirements, and serve as a clinical resource for patients and staff. While prior HUB or reimbursement experience is helpful, the most critical skills are nursing expertise, leadership, and the ability to instruct patients on injectable therapies.

Responsibilities

• Provides day-to-day leadership for supervisors and associates to ensure strong performance, engagement, and professional growth.
• Designs and implements operational workflows, training programs, and SOPs to ensure compliance and quality standards.
• Conducts performance reviews, coaches team members, and drives accountability.
• Partners with leadership to manage hiring, onboarding, and team development.
• Participates in budget planning, resource allocation, and forecasting.
• Serves as a subject matter expert on injectable medications, providing instruction and guidance to patients to ensure safe and effective use.
• Acts as a clinical resource for associates handling patient questions and escalations.
• Provides training and coaching to staff on best practices in patient communication and education.
• Monitors and reports all Adverse Events (AEs) per established SOPs and regulatory requirements.
• Builds and maintains strong client relationships, participating in client meetings and program reviews.
• Communicates program performance, trends, and recommendations clearly to stakeholders.
• Collaborates cross-functionally with support teams to align operations with strategic goals.
• Proactively identifies program issues and develops solutions to meet client and patient needs.
• Ensures adherence to all client, regulatory, and quality standards.
• Monitors program metrics and develops continuous improvement initiatives.
• Promotes a culture of compliance, safety, and patient-centric care.
• Maintains regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned.

Requirements

• Bachelor of Science in Nursing (BSN) required; RN license strongly preferred.
• Experience with injectable medications (administration, patient training, or clinical education) required.
• 2+ years of supervisory/leadership experience in a healthcare or clinical operations setting.
• 4+ years of healthcare experience (e.g., nursing, specialty pharmacy, infusion center, hospital, physician’s office, or similar).
• HUB or pharmaceutical reimbursement experience is a plus but not required.
• Strong leadership, communication, and problem-solving skills.
• Ability to thrive in a fast-paced, client-driven environment.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit. The employee must occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• Strong customer/client management background.
• Ability to manage medium size client programs independently and accurately gauge health of relationship.
• Ability to assist in presenting operations processes for business development and new client engagements.
• Exceptional project management skills with experience in organizing, planning and executing projects from vision through implementation.
• Good analytical, conceptual and problem-solving skills with demonstrated track record in new concept development for various projects.
• The ability to manage multiple tasks along a parallel process.
• Strong decision-making capabilities.
• Critical thinking skills, creative and innovative solutions to internal or external client needs.
• Strong industry and business knowledge.
• Strategic thinker with long term planning experience.
• Ability to communicate effectively both orally and