Associate Director, Patient Service Operations
Incyte · Chadds Ford
OverviewA global biopharmaceutical company on a mission to Solve On, Incyte follows science to find solutions for patients with unmet medical needs. Through the discovery, development, and commercialization of proprietary therapeutics, Incyte has established a portfolio of first-in-class medicines for patients and a strong pipeline of products in Hematology, Oncology and Inflammation and Autoimmunity
Headquartered in Wilmington, Delaware, Incyte has operations in North America, Europe, and Asia.
The Associate Director, Patient Service Center (PSC) Operations is responsible for delivering efficient, compliant, and high-quality services to patients and providers across patient support programs. This role ensures operational excellence, regulatory compliance, and continuous improvement in all program activities.
Responsibilities
- Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
- Monitor key performance indicators (KPIs) and identify areas for operational improvement.
- Ensure all operations follow industry regulations and company standards.
- Analyze customer feedback to drive service enhancements and resolve issues.
- Triage and manage data, operational and systems escalations with appropriate team members and follow up on resolutions in a timely manner.
- Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner.
- Track program metrics and identify opportunities for improvement. Collaborate with leadership to optimize program efficiency and provide recommendations for workflow improvements and process enhancements.
- Responsible for the creation and delivery of presentations to internal stakeholders related to compliance, status of patient care, successes in operations, opportunities for improvement, and quarterly business reviews.
- Strong compliance approach, ensuring teams have a clear understanding of patient privacy laws.
- Up to 25% travel required, primarily to Pittsburgh, PA.
- Other duties as assigned.
Requirements
- Bachelor’s degree preferred. In lieu of a bachelor's degree candidates may qualify with an additional four years of directly related experience, for a total of seven years of experience in patient services, patient support operations, HUB services, and contact center operations. Qualifying experience should demonstrate expertise in patient support programs, cross-functional collaboration, operational performance reporting, data analytics, contact center or patient services operations, and the ability to effectively influence stakeholders in a matrixed environment. This experience should reflect increasing responsibility and a proven track record of communication, change management, and operational excellence.
- 3 years of experience in patient services, patient support operational roles in pharmaceutical, biotech or other HUB services roles.
- Proven ability to work efficiently in a matrix environment with cross functional teams.
- Strong analytical skills and experience in data analytics, preferably with experience in performance reporting and digital tools used in contact center operations and patient service operations.
- Proven oral and written communication skills, learning agility change management experience, and ability to influence without authority.
Preferred
- Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations.
- Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments.
- Proficient with CRM platforms, call center software, reporting dashboards and Microsoft Office Suite
- Experience in a broad spectrum of disease states and therapeutic areas.
- Significant field reimbursement experience with both medical and pharmacy benefit products.
- Ability to exercise independent judgment.
- Ability to manage deliverables in a fast-paced environment.
- Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities.