Company Description Insmed is a global biopharmaceutical company on a mission to transform the lives of patients living with serious and rare diseases. Our most valuable resource is our employees, and everything we do is motivated by a patients-first mentality. We are dedicated to growing our team with talented individuals from around the world who are willing to challenge the status quo, solve problems, and work collaboratively with a sense of urgency and compassion. Guided by our core values of collaboration, accountability, passion, respect, and integrity, we aim to foster an inclusive, diverse, and flexible work environment, where our employees are recognized for leaning in and rolling up their sleeves. If you share our vision and want to work with the most dedicated people in the biopharma industry, come to Insmed to accelerate your career. Recognitions Consistently Ranked Science 's Top Employer Insmed is dedicated to creating a collaborative environment where our team can thrive. Every day, our employees turn their passion for science and research into innovative solutions for patients. That's why we've been named the No. 1 company to work for in the biopharma industry in Science 's Top Employers survey for four years in a row.A Certified Great Place to Work® We believe our company is truly special, and our employees agree. In July 2024, we became Great Place to Work-certified in the U.S. for the fourth year in a row. We are also honored to have been listed on the Best Workplaces in Biopharma™, Best Workplaces in New York™, PEOPLE® Companies That Care, Best Workplaces for Women™, Best Workplaces for Millennials™, and Best Medium Workplaces™ lists. Overview We seek a dynamic and highly organized pharmaceutical Manager, Patient Services Operations to assist Patient Services leadership team with monitoring daily operations, metrics and workflow within the case management and patient support specialist teams. This individual will be responsible for running daily call center operations and workflow management. The Manager will also be tasked with acting as a subject matter expert for process and system related questions to serve as the point of contact for troubleshooting CRM system tickets and resolving system-related issues. The ideal candidate will have a strong background in call center operations, excellent communication skills, and the ability to identify and mitigate operational bottlenecks to ensure a seamless patient experience. Responsibilities Responsibilities :Workforce Management: * Monitor and assign tasks to balance workload of case managers and patient support specialists. * Monitor program report dashboards, appropriately recommending shifts in resources to support changing needs within day-to-day workflow.Call Quality Monitoring: * Assist in assessing team member performance through call monitoring and quality assurance checks. * Provide regular feedback and trend assessment to leadership based on quality audits.Operational Oversight Reporting & Analysis: * Analyze call center metrics (call volume, average handle time, customer satisfaction) to identify areas for improvement. * Partner across Patient Services team including the Field Access leadership team to implement strategies to optimize program efficiency and productivity. * Monitor call center activity to ensure alignment to quality standards.Data Entry Management: * Regularly audit data entered by the team for errors, inconsistencies, or delays, and escalate issues promptly. * Ensure that data entry meets quality standards and that all patient records are accurate and compliant with regulatory requirements.CRM System Subject Matter Expert (SME) * Act as Subject Matter Expert for process and system related questions. * Assist and/or facilitate training as required. * Serve as the point of contact for troubleshooting CRM system tickets and resolving system-related issues promptly. * Work closely with IT or the system support team to address software issues that may impact team performance or patient experience. * Ensure that CRM tools are used effectively to track patient interactions and support service delivery.Qualifications:Experience: * Minimum of 3-5 years' experience in a call center, operations, and/or patient services role. * Experience in pharmaceutical or healthcare-related industries is strongly preferred. * Knowledge of CRM systems, data entry practices, and call center technologies.Skills: * Excellent analytical skills to evaluate call center metrics and performance data. * Proficient in Microsoft Office Suite (Excel, Word, PowerPoint), CRM software (e.g., Salesforce), as well as additional cTo view the full job description, click hereApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjYzMTUwLjEwNDEyQGluc21lZGNvbXAuYXBsaXRyYWsuY29t