Senior Director, Patient Support Services & Hub Ops

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

Position Summary

The Sr. Director Patient Support Services & HUB Operations is responsible for defining and delivering Acadias patient service strategy to enhance access affordability and the overall patient and provider experience. This strategic leader oversees the Patient Services organization and directs the evolution of HUB and access support programs ensuring they are high-performing insights-driven and aligned with brand and business priorities.

This role leads the development of access marketing initiatives including messaging branding tools and training that empower customer-facing teams and reduce barriers to treatment. The Sr. Director partners closely with Brand Marketing Access & Reimbursement Field Access Trade & Distribution Patient Advocacy and other cross-functional partners to ensure a seamless and compliant customer experience.

Serving as a key stakeholder for both in-line brands and future pipeline planning this leader will continuously optimize services and programs through data user feedback and market insights. The ideal candidate brings deep expertise in the U.S. access environment a strong patient-centric mindset and a proven ability to influence across a matrixed organization.

Primary Responsibilities

• Establishes high-performing Patient Services team by providing management mentorship coaching and guidance to direct reports and other key team members.
• Develops patient support services strategy and leads implementation ensuring executional excellence with HUB services team.
• Leads evaluation and evolution of HUB services creating efficiencies and improving the customer experience to drive results aligning to business objectives. Utilizes data insights and feedback to continuously optimize support services positioning and messaging.
• Leads the evaluation design and execution of future versions of access support and HUB services based on evolving business priorities pipeline and patient requirements.
• Leads the Field Access Team strategy and goals in partnership with Field Access Team leaders through training and materials as well as facilitating access to relevant data and information.
• Ensures HUB and Field access team alignment.
• Develops and tracks KPIs: Continually assesses and monitors impact and execution of access services & offerings including feedback from service users and internal stakeholders.
• Collaborates on market research projects and refines strategies to help generate insights to create/optimize programs that better meet healthcare professionals (HCP) and patient needs.
• Implements and monitors programs with HCPs and patients that help to overcome barriers to access.
• Serves as Patient Support Services lead for pipeline/lifecycle management.
• Supports and provides strategic recommendations on patient support strategy.
• Leads Access marketing strategy planning and implementation by:
  • Ensuring access services marketing plan and execution align with Brand Marketing and Access & Reimbursement strategies.
  • Lead access related Brand Planning process.
  • Collaborate closely with Brand Marketing to ensure a seamless customer experience and alignment with brand initiatives.
  • Lead planning and development of access marketing and HUB priorities content tools and training for national meetings and customer-facing team training.
• Represents Access and Patient Services in senior Leadership/business review meetings; create relevant presentations for business review Executive Management Committee and Board meetings.
• Develops compelling tools and programs for use with HCPs and patients to engage them with the services available through access and patient support HUB while enhancing the experience and provides leadership across creative agencies ePA vendors e-prescribing vendors and other partners as appropriate.
• Collaborates with Trade & Distribution and Payer counterparts Brand Marketing Sales Field Access Sales & Access Ops Patient Advocacy teams as well as Pharmacy Providers to ensure best-in-class offerings and services; continually working to optimize and improve.
• Collaborates with internal and external partners to ensure all programs meet Acadia legal regulatory quality and compliance standards.
• Serves as Patient Support Services Budget owner.
• Other duties as assigned.

Education/Experience/Skills

Bachelors degree in marketing health care business administration or related field; Masters degree preferred. Minimum of 12 years of progressively responsible experience within marketing access patient support services or related functions in pharmaceutical/biotech industry with 7 years in a leadership role. An equivalent combination of relevant education and experience may be considered. Previous patient support experience with Medicare Part D products and rare disease products preferred.

Key Candidate Qualities:

• Previous patient support services brand marketing and/or sales experience preferred
• Agency/vendor management experience (briefing/execution/budgetary oversight)
• Strong understanding of the US access environment including reimbursement support services payer coverage reimbursement pricing patient support programs field reimbursement specialists co-pay support programs etc.
• Knowledge of the U.S. healthcare payer system (commercial and public)
• Patient-centric and service-oriented mindset
• Must be a team player with strong self-awareness and excellent interpersonal skills
• Must be results oriented attention to detail accurate prompt and able to meet established deadlines including ability to drive multiple projects simultaneously and deliver results
• Demonstrated ability to influence others without authority and successfully partner with cross-functional teams
• Ability to analyze a business problem synthesize complex information develop an appropriate strategy and implement effective tactics
• Ability to effectively produce business results and develop and execute an effective competitive business strategy with direct involvement in the sales process
• Strong enthusiasm with a drive to succeed within a team
• Business acumen and budgeting skills
• Must be a fast learner creative flexible and able adjust quickly
• Possess strong presentation skills
• Adaptable and open to an environment of change
• Ability to travel 30%

Physical Requirements

This role involves regular standing walking sitting and the use of hands for handling or operating equipment. The employee may also need to reach climb balance stoop kneel crouch and maintain visual verbal and auditory communication both in a standard office environment and while working independently from remote locations. Employee must occasionally lift and/or move up to 20 pounds. This position requires the ability to travel independently overnight and/or work after hours as required by travel schedule or business needs.

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Required Experience:

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