Associate Director, Patient Support Services

Position Summary

The Associate Director, Patient Support Services leads Patient Support Services (PSS) strategies and initiatives, including messaging and training to drive customer engagement and overcome access barriers across the portfolio with a focus on Neuroscience. Advances hub processes and enhances support programs to best serve Acadia’s customers. Develops strategies, key messages, and tactics to help increase customer engagement. Ensures executional excellence. This role reports to the Senior Director, Patient Support Services & HUB Operations.

Primary Responsibilities to Execute on Key Areas of Focus:

• Partners with Patient Support Services field team members to evolve and improve services & execute on hub and other PSS strategies across the portfolio with a focus on Neuroscience.
• Collaborates with internal partners on relevant market research and lead PSS projects to refine strategies to help generate insights to create/optimize programs that better meet healthcare professionals (HCP) and patient needs across the portfolio with a focus on Neuroscience.
• Helps lead the planning, development and implementation of access marketing strategies, programs, tactics and messaging by:
  • Ensuring access services marketing plan and execution align with Brand Marketing and Access & Reimbursement strategies.
  • Supporting access-related Brand Planning process.
  • Collaborating closely with Brand Marketing to ensure a seamless customer experience and alignment with brand initiatives.
  • Planning and developing hub priorities, content, tools, and training for national meetings and customer-facing team training.
• Serves as access services expert, making recommendations on solutions to deliver upon unmet needs, across the portfolio with a focus on Neuroscience.
• Helps lead the planning, development, and management of access website, materials, messaging, and programming; including, but not limited to, copay programs, sample programs, reimbursement and patient financial support services, etc.
• Develops and tracks KPIs; continually assesses and monitors impact and execution of access services & across the portfolio with a focus on Neuroscience, including feedback from service users and internal stakeholders.
• Attends professional, provider, and patient conferences, and keeps up to date on innovation.
• Manages vendor relationships to ensure exceptional customer service, quality delivery, and budget oversight.
• Collaborates with Field Access team for process development, operations management, and ongoing training needs.
• Creates and presents relevant data and/or presentations for business review and/or other key meetings.
• Collaborates with Access & Reimbursement, Specialty Trade and Distribution, Brand Marketing, Sales, Field Access, and Patient Advocacy teams to ensure best-in-class offerings and services; continually work to optimize and improve.
• Collaborates with internal and external partners to ensure all programs meet Acadia legal, regulatory, and compliance standards.

Education/Experience/Skills

• Bachelor’s degree with 8+ years of experience in patient support services, program strategy, and healthcare operations within pharma/biotech.
• Equivalent combinations of education and relevant experience may be

Must Possess:

• Experience with specialty medications (rare disease product, neuropsychiatric product, and Medicare Part D experience preferred)
• Proven project management experience
• Agency/vendor management experience (briefing/execution/budgetary oversight) preferred
• Outstanding customer relationship, interpersonal, and communication skills with an ability to effectively communicate across diverse audiences and influence cross-functionally
• Proven success in high impact program development and execution
• Patient-centric and service-oriented mindset
• Must be a team player with strong self-awareness and excellent interpersonal skills
• Must be results oriented, pay attention to detail, be accurate, prompt and able to meet deadlines
• Ability to drive multiple projects simultaneously and to deliver results
• Demonstrated ability able to influence others without authority and successfully partner with cross-functional teams
• Strong enthusiasm with a drive to succeed
• Business acumen and budgeting skills
• Must be a fast learner, creative, and flexible
• Possess strong presentation skills
• Adaptable and open to an environment of change
• Ability to travel 30%