Manager – Patient Services Operations

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.

We seek a dynamic and highly organized pharmaceutical Manager, Patient Services Operations to assist Patient Services leadership team with monitoring daily operations, metrics and workflow within the case management and patient support specialist teams. This individual will be responsible for running daily call center operations and workflow management. The Manager will also be tasked with acting as a subject matter expert for process and system related questions to serve as the point of contact for troubleshooting CRM system tickets and resolving system-related issues. The ideal candidate will have a strong background in call center operations, excellent communication skills, and the ability to identify and mitigate operational bottlenecks to ensure a seamless patient experience.

Responsibilities:Workforce Management:

• Monitor and assign tasks to balance workload of case managers and patient support specialists.
• Monitor program report dashboards, appropriately recommending shifts in resources to support changing needs within day-to-day workflow.

Call Quality Monitoring:

• Assist in assessing team member performance through call monitoring and quality assurance checks.
• Provide regular feedback and trend assessment to leadership based on quality audits.

Operational Oversight Reporting & Analysis:

• Analyze call center metrics (call volume, average handle time, customer satisfaction) to identify areas for improvement.
• Partner across Patient Services team including the Field Access leadership team to implement strategies to optimize program efficiency and productivity.
• Monitor call center activity to ensure alignment to quality standards.

Data Entry Management:

• Regularly audit data entered by the team for errors, inconsistencies, or delays, and escalate issues promptly.
• Ensure that data entry meets quality standards and that all patient records are accurate and compliant with regulatory requirements.

CRM System Subject Matter Expert (SME)

• Act as Subject Matter Expert for process and system related questions.
• Assist and/or facilitate training as required.
• Serve as the point of contact for troubleshooting CRM system tickets and resolving system-related issues promptly.
• Work closely with IT or the system support team to address software issues that may impact team performance or patient experience.
• Ensure that CRM tools are used effectively to track patient interactions and support service delivery.

Qualifications:Experience:

• Minimum of 3-5 years’ experience in a call center, operations, and/or patient services role.
• Experience in pharmaceutical or healthcare-related industries is strongly preferred.
• Knowledge of CRM systems, data entry practices, and call center technologies.

Skills:

• Excellent analytical skills to evaluate call center metrics and performance data.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint), CRM software (e.g., Salesforce), as well as additional call center technology and software.
• Exceptional communication skills, both verbal and written.
• Diligent with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Problem-solving skills to solvesystem issues and process challenges effectively.
• Proficiency in customer service practices.

Education:

• Bachelor’s degree required.
• Relevant certifications in call center management or healthcare operations are a plus.

111000-156133

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 information on U.S. benefits click here.

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 [email protected] 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.