Associate Director Patient Support Services

Role Summary

Associate Director Patient Support Services with a focus on shaping and advancing Acadia’s Patient Support Services and access initiatives across the neuropsychiatric portfolio. Lead development of access strategies, support programs, and customer facing resources to reduce barriers to treatment and engage with healthcare professionals and patients. Collaborate across Brand Marketing, Access and Reimbursement, Field Access, Distribution, and Patient Advocacy to ensure a cohesive, customer-centered experience.

Responsibilities

• Partners with Patient Support Services Directors to evolve and improve services and execute hub and other PSS strategies focused on neuropsychiatric support.
• Collaborates with internal partners on market research and leads PSS projects to refine strategies that meet HCP and patient needs in neuropsychiatry.
• Lead planning, development and implementation of access marketing strategies, programs, tactics and messaging, ensuring alignment with Brand Marketing and Access & Reimbursement strategies; support brand planning; collaborate with Brand Marketing to ensure seamless customer experience; plan hub priorities, content, tools and training for national meetings and customer-facing team training.
• Serve as access services expert, making recommendations on solutions to unmet needs with a focus on neuropsychiatry.
• Lead planning, development, and management of access website, materials, messaging and programming including copay programs, sample programs, reimbursement and patient financial support services.
• Develop and track KPIs; monitor impact and execution of access services in neuropsychiatry, incorporating feedback from users and stakeholders.
• Attend professional, provider, and patient conferences; stay updated on innovation.
• Manage vendor relationships to ensure excellent service, quality delivery, and budget oversight.
• Collaborate with Field Access for process development, operations management, and training needs.
• Create and present data and presentations for business reviews and key meetings.
• Collaborate with Access & Reimbursement, Specialty Trade and Distribution, Brand Marketing, Sales, Field Access, and Patient Advocacy to optimize offerings.
• Ensure programs meet Acadia legal, regulatory, and compliance standards.

Qualifications

• 8 years of progressively responsible experience in pharmaceutical space with deep knowledge of the specialty insurance/payer landscape (Medicare/Medicaid) and patient assistance programs.
• Experience with design and implementation of access support services; preferred neuropsychiatric programs/product launch experience.
• Experience with specialty medications; Medicare Part D experience preferred.
• Proven project management experience; agency/vendor management experience preferred.
• Outstanding relationship, interpersonal, and communication skills with ability to influence cross-functionally.
• Proven track record in high-impact program development and execution; patient-centric and service-oriented mindset.
• Team player with strong self-awareness; results-oriented with attention to detail and deadlines.
• Ability to manage multiple projects simultaneously and deliver results; ability to influence without authority.
• Strong presentation skills; fast learner, creative, and adaptable.
• Willingness to travel up to 30%.

Skills

• Strategic thinking and program design
• Stakeholder management and cross-functional collaboration
• Vendor and budget management
• Data analysis and KPI tracking
• Communication and presentation
• Customer-centered service design

Education

• Bachelor‚Äôs degree in marketing, health care, business administration or related field; MBA or other master‚Äôs degree a plus.

Additional Requirements

• Travel up to 30% as required for conferences, meetings, and head office visits.