Associate Director, Patient Support Services

ACADIA Pharmaceuticals Inc.; San Diego (CA); Hybrid; USD 144,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) match

Employee stock purchase plan

Vacation days

Paid holidays

Sick time

Parental leave

Tuition assistance

Job summary

Acadia Pharmaceuticals Inc. is seeking a strategic Associate Director to lead Patient Support Services and HUB operations in a hybrid role based in San Diego, CA or Princeton, NJ.

The position drives access strategies, messaging, and training to improve customer engagement and overcome access barriers for Neuroscience portfolios. You will partner with field teams and internal stakeholders to optimize hub programs, manage vendors, track KPIs, and deliver compliant, high-impact access initiatives

Qualifications

• Experience with specialty medications (rare disease product, neuropsychiatric product, and Medicare Part D preferred)
• Proven project management experience
• Agency/vendor management experience (briefing/execution/budgetary oversight) preferred
• Outstanding customer relationship, interpersonal, and communication skills with ability to 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 with attention to detail and deadlines
• Ability to drive multiple projects simultaneously and deliver results
• Demonstrated ability to influence others without authority and partner with cross-functional teams
• Strong presentation skills
• Adaptable and open to change
• Ability to travel 30%

Responsibilities

• Partners with Patient Support Services field team members to evolve services and execute hub and PSS strategies focusing on Neuroscience.
• Collaborates with internal partners on market research to refine strategies for insights and programs meeting HCP and patient needs.
• Lead planning, development, and implementation of access marketing strategies, programs, tactics and messaging.
• Serve as access services expert and recommend solutions to unmet needs across the portfolio (Neuroscience).
• Develops and manages access website, materials, messaging, and programming including copay and patient financial support programs.
• Develops and tracks KPIs and monitors impact and execution of access services.
• Attends professional and patient conferences and stays updated on innovations.
• Manages vendor relationships for exceptional service and budget oversight.
• Collaborates with Field Access for process development and training needs.
• Creates and presents data for business reviews and key meetings.
• Works with cross-functional teams to ensure best-in-class offerings and compliance with laws.

Education

Bachelor’s degree with 8+ years experience

Job description

Please note that this position is based in either San Diego, CA, or Princeton, NJ. Acadia's hybrid model requires this role to work in our office three days per week on average.

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%

Physical Requirements: While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment. Employee must occasionally lift and/or move up to 15 pounds.

Salary Range

$144,000—$180,000 USD

What we offer US-based Employees:

• Competitive base, bonus, new hire and ongoing equity packages
• Medical, dental, and vision insurance
• Employer-paid life, disability, business travel and EAP coverage
• 401(k) Plan with a fully vested company match 1:1 up to 5%
• Employee Stock Purchase Plan with a 2-year purchase price lock-in
• 15+ vacation days
• 13 -15 paid holidays, including office closure between December 24th and January 1st
• 10 days of paid sick time
• Paid parental leave benefitTuition assistance

EEO Statement (US-based Employees): Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in the exact way they are described in job postings. We are committed to building a diverse, equitable, inclusive, and innovative company, and we are looking for the BEST candidate for the job. That candidate may be one who comes from a less traditional background or may meet the qualifications in a different way. We strongly encourage you to apply, especially if the reason you are the best candidate isn’t exactly what we describe here.

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