Associate Director, Patient Services Quality & Process

Associate Director, Patient Services Quality & Process

At Insmed, every moment and every patient countsand 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?

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.

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.

Qualifications

Bachelor's degree required

Pay Range : $139,000.00-195,200.00 Annual

Life at Insmed

At Insmed, you'll find a culture as human as our missionintentionally 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 :

Eligibility for specific programs may vary and is subject to the terms and conditions of each plan.