AD, Patient Support Services

Acadia is committed to turning scientific promise into meaningful innovation that makes the difference for underserved neurological and rare disease communities around the world. Our commercial portfolio includes the first and only FDA-approved treatments for Parkinson’s disease psychosis and Rett syndrome. We are developing the next wave of therapeutic advancements with a robust and diverse pipeline that includes mid- to late-stage programs in Alzheimer’s disease psychosis and Lewy body dementia psychosis, along with earlier-stage programs that address other underserved patient needs. This position is based in either San Diego, CA, or Princeton, NJ. Acadia's hybrid model requires this role to work in the office three days per week on average.

About the role

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. This role advances hub processes and enhances support programs to best serve Acadia’s customers, develops strategies and key messages to increase customer engagement, and ensures executional excellence. This role reports to the Senior Director, Patient Support Services & HUB Operations.

Responsibilities

• 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 leads PSS projects to refine strategies to generate insights for creating/optimizing programs that better meet healthcare professionals (HCP) and patient needs.
• Leads 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 an access services expert, making recommendations on solutions to deliver upon unmet needs across the portfolio with a focus on Neuroscience.
• Leads the planning, development, and management of access websites, materials, messaging, and programming, including copay programs, sample programs, reimbursement, and patient financial support services.
• Develops and tracks KPIs; continually assesses and monitors the impact and execution of access services, incorporating feedback from service users and internal stakeholders.
• Attends professional, provider, and patient conferences, staying updated on innovation.
• Manages vendor relationships to ensure exceptional customer service, quality delivery, and budget oversight.
• Collaborates with the Field Access team for process development, operations management, and ongoing training needs.
• Creates and presents relevant data and/or presentations for business review and 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 optimizes and improves.
• Collaborates with internal and external partners to ensure all programs meet Acadia legal, regulatory, and compliance standards.

Requirements

• 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 considered.
• 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.
• Strong team player with self-awareness and excellent interpersonal skills.
• Results-oriented, detail-oriented, accurate, prompt, and able to meet deadlines.
• Ability to drive multiple projects simultaneously and deliver results.
• Demonstrated ability to influence others without authority and successfully partner with cross-functional teams.
• Strong enthusiasm with a drive to succeed.
• Business acumen and budgeting skills.
• Fast learner, creative, and flexible.
• 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. The employee must occasionally lift and/or move up to 15 pounds.

Pay

Salary Range: $144,000—$180,000 USD. This position is also eligible for discretionary bonus and equity awards based on individual and organizational performance.

Benefits

• 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 benefit.
• Tuition assistance.