Associate Director, Patient Services Training - Systems

At Insmed, every moment and every patient counts — and so does every person who joins in. As a global biopharmaceutical company dedicated to transforming the lives of patients with serious and rare diseases, you’ll be part of a community that prioritizes the human experience, celebrates curiosity, and values every person’s contributions to meaningful progress. That commitment has earned us recognition as Science magazine’s No. 1 Top Employer for five consecutive years, certification as a Great Place to Work® in the U.S., and a place on The Sunday Times Best Places to Work list in the UK. For patients, for each other, and for the future of science, we’re in. Are you? About the Role: We're looking for an Associate Director, Patient Services Training - Systems on the Patient Services Quality & Process Team to help us expand what's possible for patients with serious diseases. Reporting to the Associate Director, Patient Services Quality & Process, you'll lead the strategy, design, delivery, and continuous improvement of all systems-related training for our Patient Support Program Teams — bridging strategic vision with operational execution to ensure frontline teams are well-equipped, compliant, and confident in every tool they use. You will serve as a subject matter expert and organizational lead for our systems — including our CRM (Salesforce Health Cloud), telephony platforms (Five9), reporting and dashboard tools, and emerging patient services technologies. You will provide strategic training leadership across our Patient Services Teams including Intake, Case Management, Field Access Management, Patient Education, and overall patient services operations. What You'll Do: In this role, you'll have the opportunity to shape and scale a patient-centric systems training program that empowers our Intake, Case Management, Field Access Management, and Patient Education teams to deliver exceptional patient experiences. You'll also: Lead and own the Patient Services-wide systems training strategy, aligning initiatives with organizational goals, product launches, and system roadmaps — serving as a strategic advisor to leadership on training gaps and workforce readiness Partner with senior leadership across Patient Services, IT, Compliance, and Commercial Learning & Development to influence system design decisions and ensure team readiness at every stage of system lifecycles Define, track, and present metrics for training effectiveness, system adoption, and compliance to cross-functional stakeholders; drive innovation by evaluating and implementing emerging learning technologies and methodologies Develop, govern, and maintain a comprehensive library of system-related training materials including training decks, job aids, quick reference guides, and e-learning modules Design, maintain, and deliver live and virtual training sessions on the proper use of systems including CRM (Salesforce Health Cloud), telephony platforms (Five9), and reporting/dashboard tools Partner with IT and Patient Services Operations to ensure all training content reflects current system workflows, business rules, and compliance requirements; lead and coordinate training calendars across internal and cross-functional teams Lead cross-functional working groups to identify systems-based challenges and develop scalable training solutions; support change management initiatives across teams Assist IT and operations in overseeing UAT planning and execution for system enhancements, new releases, and pre/post-deployment training; maintain audit-ready documentation for system changes and training updates Apply adult learning theory and instructional design frameworks to develop engaging, accessible training content, ensuring materials accommodate diverse learner needs Partner with Patient Services Operations to create, maintain, and govern Work Instructions, Job Aids, and workflow diagrams; provide support for additional training and Operations-led initiatives as needed Who You Are: You have a minimum Bachelor's degree in Instructional Design, Education, Healthcare Administration, Life Sciences, or a related field, along with 8 years of combined experience in patient services or HUB/specialty access operations AND training design/delivery in a regulated environment. You are or you have: Deep CRM expertise, preferably Salesforce Health Cloud — including system architecture, workflow design, user support, and training program ownership Demonstrated experience leading and scaling training programs in a regulated pharmaceutical or healthcare environment, preferably related to CRM and/or telephony systems Proven ability to influence without authority and drive alignment across cross-functional stakeholders Expert proficiency in developing work instructions, job aids, and controlled documents within a regulated environment High proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams, Visio) Proficiency in e-learning authoring tools (e.g., Articulate, Storyline) required at this level Exceptional communication and executive presence, with the ability to translate complex system concepts into accessible training content and present confidently to senior leadership Strong organizational and project management skills with attention to detail, clarity, and accuracy Demonstrated ability to interact successfully in a dynamic and culturally diverse workplace Nice to have (but not required): Hands-on experience with Field Reimbursement Product launch experience within a Patient Services environment Where You'll Work This is a fully remote role. It can be performed effectively from anywhere while staying connected to your Insmed team and community. Travel Requirements This position involves domestic travel of approximately 25%, including travel to our home office in Bridgewater, NJ. #LI-JT1 #LI-Remote Pay Range: $155,000.00-201,500.00 Annual Life at Insmed At In