Job Description
At Insmed, every moment and every patient counts - and so does every person who joins in. As a global biopharmaceutical company dedicated to transforming the lives of patients with serious and rare diseases, you'll be part of a community that prioritizes the human experience, celebrates curiosity, and values every person's contributions to meaningful progress. That commitment has earned us recognition as Science magazine's No. 1 Top Employer for four consecutive years, certification as a Great Place to Work® in the U.S., and a place on The Sunday Times Best Places to Work list in the UK.
For patients, for each other, and for the future of science, we're in. Are you?
About the Role: The Associate Director, Patient Services Quality & Process leads quality assurance and process improvement initiatives to ensure compliance, consistency, and operational excellence across Insmed's patient services programs. This role oversees a team that monitors performance, identifies opportunities, and drives enhancements through collaboration, training, and data-driven optimization aligned with Insmed's strategic goals.
The Associate Director, Patient Services Quality & Process is responsible for overseeing the quality monitoring, process management, and continuous improvement efforts that support Insmed's patient services programs. This role serves as the primary liaison for quality operations, ensuring compliance, consistency, and operational excellence across all patient services functions. You will lead a team focused on monitoring program execution, identifying improvement opportunities, and driving enhancements through training and process optimization. You will align with internal stakeholders and ensure all quality and process initiatives contribute to Insmed's broader patient services strategy and organizational goals.
This position reports to the Director of Patient Services Operations and will be remote.
What You'll Do: Responsibilities Additional representative responsibilities will include, but not necessarily be limited to, the following:
- Oversee the team responsible for quality monitoring, process management and improvement, and end-user training to ensure consistent and compliant execution across Patient Services.
- Lead audit readiness and inspection management for internal QA, client, and regulatory audits, including regular quality reviews with Patient Services leadership.
- Drive continuous improvement initiatives across the Patient Services organization to optimize efficiency, elevate quality, and enhance the patient and provider experience.
- Oversee the development, implementation, and governance of Standard Operating Procedures, business rules, and process flows, supported by a central knowledge management system.
- Develop and execute the quality assurance strategy for Patient Services, ensuring alignment with organizational priorities and compliance requirements.
- Partner with the Patient Services Training Manager to strengthen Case Manager and Patient Support Specialist effectiveness through targeted training and development programs.
- Define, track, and analyze quality metrics KPI's for process adherence, reporting trends and insights to leadership to inform decision-making and drive improvements.
- Establish and oversee a framework for risk identification, escalation, and CAPA (Corrective and Preventive Actions) to mitigate operational and compliance risks.
- Serve as the primary Patient Services point of contact for adverse events and product quality reporting, ensuring timely and accurate communication.
- Collaborate with Legal, Compliance, Pharmacovigilance, and Quality to maintain adherence to all relevant laws, regulations, and organizational standards, including HIPAA.
- Serve as a key member of the Patient Services Operations leadership team, contributing to the overall strategy, governance, and success of the organization.
Who You Are: Qualifications - Bachelor's degree required
- 10+ years of pharma/biotech industry experience
- 5+ years of direct pharmaceutical experience in patient services
- 3+ years of program operations management experience
- 3+ years of people leadership
- Rare and/or specialty disease experience
- Product launch experience in patient services
- Significant experience in managing vendor onboarding, change management / transitions, and milestone delivery
- Consistent record of success through teamwork and execution
- Exceptional learning agility
- Ability to think strategically to continuously improve processes
- Guide understanding of access programs for specialty pharmaceuticals with particular focus on orphan diseases
- Excellent communication skills (verbal and written) and program management skills
- Highly organized with a strong attention to detail, clarity, accuracy, and conciseness
- Highly proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Travel will be approximately 25%
- Successfully exhibit Insmed's five (5) core corporate competencies of: Collaboration, Accountability, Passion, Respect and Integrity; along with any other position-specific competencies
- Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace
#LI-REMOTE
#LI-MC1
Pay Range: $139,000.00-195,200.00 Annual
Life at Insmed At Insmed, you'll find a culture as human as our mission-intentionally designed for the people behind it. You deserve a workplace that reflects the same care you bring to your work each day, with support for how you work, how you grow, and how you show up for patients, your team, and yourself.
Highlights of our U.S. offerings include:
- Comprehensive medical, dental, and vision coverage and mental health support, annual wellbeing reimbursement, and access to our Employee Assistance Program (EAP)
- Generous paid time off policies, fertility and family-forming benefits, caregiver support, and flexible work schedules with purposeful in-person collaboration
- 401(k) plan with a competitive company match, annual equity awards, and participation in our Employee Stock Purchase Plan (ESPP), and company-paid life and disability insurance
- Company Learning Institute providing access to LinkedIn Learning, skill building workshops, leadership programs, mentorship connections, and networking opportunities
- Employee resource groups, service and recognition programs, and meaningful opportunities to connect, volunteer, and give back
Eligibility for specific programs may vary and is subject to the terms and conditions of each plan.
Insmed Incorporated is an Equal Opportunity employer. We do not discriminate in hiring on the basis of physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law. 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.
Job Tags
Work at office, Local area, Remote work, Flexible hours,