Associate Director, Patient Services Quality & Process

Role Summary

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. This position reports to the Director of Patient Services Operations and will be remote.

Responsibilities

• 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‚Äôs 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.

Qualifications

• Bachelor‚Äôs 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%
• Demonstrates Insmed‚Äôs core competencies: Collaboration, Accountability, Passion, Respect and Integrity

Education

• Bachelor‚Äôs degree required