Incyte

Associate Director, Patient Service Operations

Incyte • $100K — $130K *
Chadds Ford, PA 19317In-Person
Pharmaceuticals & Biotech
Less than 5 years of experience
3 days ago
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree required.
  • 3 years of experience in patient services or operational roles in pharmaceutical, biotech or HUB services.
  • Experience working in a matrix environment with cross-functional teams.
  • Strong analytical skills and background in data analytics, especially performance reporting.
  • Excellent communication skills and experience in change management.

Responsibilities

  • Oversee daily operations to ensure compliance with policies and service agreements.
  • Monitor performance metrics and identify opportunities for improvement.
  • Ensure operations meet regulatory and company standards.
  • Analyze customer feedback to enhance services and resolve issues.
  • Manage data and operational escalations efficiently and follow up on resolutions timely.
  • Collaborate with teams and external partners to streamline processes.
  • Track program metrics and collaborate with management to improve workflow.

Benefits

  • Up to 25% travel required, primarily to Pittsburgh, PA.
Full Job Description
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 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.

About Incyte

Incyte is a biopharmaceutical company focused on the discovery, development, and commercialization of proprietary therapeutics. The company was founded in 1991 and is headquartered in Wilmington, Delaware. Incyte's main focus is on oncology, inflammation, and autoimmunity. The company's flagship product, Jakafi, is a JAK1/JAK2 inhibitor used to treat myelofibrosis and polycythemia vera. Incyte has a number of other products in development, including itacitinib, a JAK1 inhibitor for the treatment of graft-versus-host disease, and pemigatinib, a FGFR inhibitor for the treatment of cholangiocarcinoma.
Learn more about Incyte
Size
2,094 employees
Market Cap
$17.6 billion
Industry
Pharmaceuticals & Biotech
Net Income
-$295.7 million
Founded
1991
5 Year Trend
+22%
Revenue
$2.6 billion
NASDAQ
INCY
* Ladders Estimates

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