Insmed is a global biopharmaceutical company on a mission to transform the lives of patients living with serious and rare diseases. Our most valuable resource is our employees, and everything we do is motivated by a patients-first mentality. We are dedicated to growing our team with talented individuals from around the world who are willing to challenge the status quo, solve problems, and work collaboratively with a sense of urgency and compassion.

Guided by our core values of collaboration, accountability, passion, respect, and integrity, we aim to foster an inclusive, diverse, and flexible work environment, where our employees are recognized for leaning in and rolling up their sleeves. If you share our vision and want to work with the most dedicated people in the biopharma industry, come to Insmed to accelerate your career.

 

	Consistently Ranked Science’s Top Employer Insmed is dedicated to creating a collaborative environment where our team can thrive. Every day, our employees turn their passion for science and research into innovative solutions for patients. That’s why we’ve been named the No. 1 company to work for in the biopharma industry in Science’s Top Employers survey for four years in a row.

 

A Certified Great Place to Work® We believe our company is truly special, and our employees agree. In July 2024, we became Great Place to Work-certified in the U.S. for the fourth year in a row. We are also honored to have been listed on the Best Workplaces in Biopharma™, Best Workplaces in New York™, PEOPLE® Companies That Care, Best Workplaces for Women™, Best Workplaces for Millennials™, and Best Medium Workplaces™ lists.

 

Do you want to be part of a team that puts patients first and puts a strong focus on customer-centric initiatives? Do you want to the opportunity to lead a team to enhance critical capabilities around the patient and HCP experience “post prescription”? If so, we want to hear from you! The Director of Patient Services Operations is responsible for overseeing and leading a team responsible for the day-to-day and strategic operations of the patient support program. This role involves managing day-to-day operations, driving process improvements, ensuring compliance with industry regulations, and maintaining high performance across the team. The Director will collaborate with cross-functional teams to implement strategies that optimize processes, enhance operational efficiency, and meet business objectives. Key responsibilities include providing leadership, coaching, and professional development to team members, managing resource allocation, identifying operational risks, and ensuring alignment with corporate goals and industry best practices. The position requires strong problem-solving skills, expertise with CRM systems, analytics & insight reporting, strategic thinking, and a deep understanding of pharmaceutical patient support services.

Responsibilities:

• Manage a team to enable success in operations management of Insmed Patient Support Program(s) focused on addressing day-to-day operational needs and
• Expert in Standard Operating Procedures, Workflows, Business Rules, Rules of Engagement, roles and responsibilities and other program documentation 
• Demonstrated success in prioritization, organizational and analytical skills as well as the ability to create solutions for issues, gaps and opportunities
• Proven success in cross-functional collaboration with internal stakeholders such as case management, field access management and strategic partners
• Subject matter expertise in system(s) functionality and support models such as Salesforce, Qlik, telephony systems, etc.
• Escalate and coordinate resolution of issues requiring leadership and/or cross-functional support  
• Resolve system issues; work directly with IT and system vendor(s)  
• Support system enhancements and upgrades, focused on testing and other requirements as needed 
• Ensure alignment of operations to support team KPI management; identify outliers and trends requiring attention 
• Support Patient Services team training initiatives, as needed 
• Assist in maintenance of program documentation, including SOPs, Business Rules, etc. 
• Consistent communication and alignment with broader Patient Services Leadership Team to ensure successful delivery of department expectations 
• Act as first point of contact for daily team needs, escalated cases or situations
• Enable measurement and communication of pre-defined service levels and key performance indicators
• Demonstrate detailed understanding and subject matter expertise in patient support, program operations, process improvement
• Responsible for administrative team management (i.e., intake, call-center management, scheduling, caseload and task completion)
• Conduct audits on team’s work, including call and system management
• Ability to drive employee satisfaction through engagement activities and an empowering leadership styleworkflow management required to support program success 

Qualifications:

• Bachelor’s degree required
• 6+ years background in Patient Services Operations and/or Biotech operations roles
• 4+years’ experience in leading highly collaborative teams
• Experience in rare and specialty products (preferred) 
• Knowledge of HIPAA and OIG rulings that impact patient information/HIPAA
• Demonstrated ability to lead, coach, develop and influence in a rapidly changing environment
• Proven success in leading operational teams with a patient support program, vendor, hub environment
• Travel up to 30% based on business needs.

#LI-SK1#LI-Remote

$171,000 - $239,667 a year

At Insmed, we’re committed to investing in every team member’s total well-being, now and in the future. Our benefit programs vary by country but we offer the following to all Insmed team members, regardless of geographic location:

• Flexible approach to how we work
• Health benefits and time-off plans
• Competitive compensation package, including bonus 
• Equity Awards (Long-Term Incentives)
• Employee Stock Purchase Plan (ESPP)

 

For more informaion on U.S. benefits click here.

 

 

Insmed Incorporated is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

 

Unsolicited resumes from agencies should not be forwarded to Insmed. Insmed will not be responsible for any fees arising from the use of resumes through this source. Insmed will only pay a fee to agencies if a formal agreement between Insmed and the agency has been established. The Human Resources department is responsible for all recruitment activities; please contact us directly to be considered for a formal agreement.

 

Insmed is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, please contact us by email at TotalRewards@insmed.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

 

Applications are accepted for 5 calendar days from the date posted or until the position is filled.