Director, Family Support Educator

Role Summary

The Director of Family Support Educator, Rare Disease (DFSE) provides strategic leadership and oversight to Family Support Educator Leads and their teams, overseeing direct management of FSE Leads and indirect management of FSEs who deliver patient education and support for the Rett community. This non-promotional role reports to the Vice President of Patient Support Services to ensure alignment with organizational goals and high standards of patient care.

Responsibilities

• Manage and develop the performance of FSE Leads and FSE team members; manage time among the team
• Lead execution of strategic and tactical patient education and One Acadia initiatives
• Monitor and manage compliance adherence
• Drive change/resolution of escalations, complaints, and/or communication issues for internal and external stakeholders
• Serve as the primary representative for FSE team with cross-functional partners across Patient Support and Distribution, CIAO, Access and Reimbursement, Marketing, and Sales
• Collaborate with cross-functional partners to:
  • Review and assist with training and onboarding of new FSE Lead and FSE team members
  • Manage the evolution of the FSE team with changing business needs and market dynamics
  • Develop and drive metrics and MBO plans to measure performance and communicate results
  • Deliver quarterly results on key business goals
  • Provide reporting, analytics, and insights from FSE data
  • Ensure exceptional customer experience through collaboration and execution of initiatives
  • Participate in executive meetings and assist with slide development and storytelling
  • Plan and prepare for national and regional commercial field meetings
  • Offer in-field coaching opportunities for FSE Leads and FSEs
  • Lead by example
• Conduct performance reviews of FSE Leads and, in Leads‚Äô absence, FSEs
• Recruit and hire new Lead FSEs and FSEs as needed
• Manage ongoing training, development, engagement, and culture of the FSE team

Qualifications

• Bachelor‚Äôs degree required, with 15 years of relevant experience in Patient Support Services, Access, National Accounts, Specialty Pharmacy, Nursing, or related fields. MBA is a plus.
• Minimum of 5 years in a leadership role within Patient Support Services, Market Access, Patient Education, National Accounts, Sales Management, Clinical Education, or Access Leadership.
• In-depth experience in account management and patient/caregiver education
• Strong understanding of the field environment in healthcare
• Strong understanding of the Rare Disease space
• Ability to create and communicate a clear vision among team members
• Track record of increased responsibilities
• Strong history of cross-functional collaboration and leadership presence

Skills

• Exemplary interpersonal skills
• Patient-centric mindset with high emotional intelligence and empathy
• Exceptional organizational and time management skills
• Understanding of HIPAA and patient privacy
• Strong written and verbal communication and presentation skills
• Ability to manage expenses within budgets
• Adaptable and open to change; fast learner; able to adjust to rapid pace
• Cross-functional leadership across internal teams (sales, case managers, other commercial functions) and external customers (physicians, nurses, payers, pharmacies)
• Ability to identify access solutions and determine appropriate resolution plans
• Strong cross-functional communication with internal and external stakeholders
• Willingness and ability to travel up to 50%

Education

• As listed in Qualifications (Bachelor‚Äôs degree required; MBA a plus)

Additional Requirements

• Travel up to 50% of the time