Associate Director, Patient Service Operations

Incyte; Chadds Ford Township (PA); On-site; USD 90,000 - 120,000; Full time

Job summary

Incyte, a global biopharmaceutical company, is seeking a results-driven Operations Lead for patient services to oversee day-to-day operations, adherence to SLAs, and cross-functional collaboration.

The role emphasizes data analytics, KPI tracking, regulatory compliance, and effective communication; up to 25% travel to Pittsburgh, PA; strong problem-solving in a matrix environment.

Qualifications

• Bachelor's degree required.
• 3 years of experience in patient services or related HUB operations.
• Experience in matrix environments with cross-functional teams.
• Strong analytical and data reporting skills.
• Excellent written and verbal communication; ability to influence without authority.

Responsibilities

• Oversee day-to-day patient services operations and ensure SLA adherence.
• Monitor KPIs and identify areas for improvement.
• Ensure compliance with healthcare regulations and company standards.
• Analyze feedback to drive service improvements.
• Coordinate data, operational and systems escalations with teams.
• Collaborate with cross-functional teams and external partners to optimize workflows.
• Prepare and deliver presentations on compliance, patient care status, and operational performance.
• Maintain strong focus on patient privacy regulations.
• Travel up to 25% to Pittsburgh, PA.
• Other duties as assigned.

Skills

Patient services

Cross-functional collaboration

Data analytics

Performance reporting

Communication skills

Change management

Influence without authority

Education

Bachelor's degree

Tools

CRM platforms

Call center software

Reporting dashboards

Microsoft Office Suite

Job description

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.