Associate Director, Patient Service Operations

Overview

A 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‑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.

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 required.
• 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.