Director, Family Support Educator
Acadia Pharmaceuticals
6 months ago
On-site
United States
Patient Advocacy
Position Summary:
The Director of Family Support Educator, Rare Disease (DFSE) provides strategic leadership and oversight to Family Support Educator (FSE) Leads and their teams, including direct management of FSE Leads and indirect management of Family Support Educators (FSEs) who deliver field-based patient education and support throughout the treatment journey for the Rett community.
Primary 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 primary representative for the FSE team with cross-functional partners (e.g., Patient Support and Distribution, CIAO, Access and Reimbursement, Marketing, Sales)
- Collaborate with cross-functional partners to:
- Review and assist with training and onboarding of new FSE Lead and FSE team members
- Manage evolution of the FSE team as business needs and market dynamics evolve
- Develop and drive metrics and MBO plans; communicate metrics to internal stakeholders
- Deliver results on key quarterly business goals
- Provide reporting, analytics, and insights based on FSE data collection
- Ensure exceptional customer experience through strong collaboration and operational execution
- Participate in executive meetings; assist with slide development and storyboarding
- Plan and prepare for national and regional commercial field meetings
- Offer in-field coaching to FSE Leads and FSEs
- Conduct performance reviews and evaluations of FSE Leads and FSEs (including in Leads’ absence)
- Recruit and hire new Lead FSEs and FSEs as needed
- Manage ongoing training, development, engagement, and culture of the entire FSE team
Education/Experience/Skills:
- Bachelor’s degree required; 15 years of relevant experience in Patient Support Services, Access, National Accounts, Specialty Pharmacy, Nursing, or related fields (MBA plus)
- Minimum 5 years in a leadership role in 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 background in field environment in healthcare industry
- Strong background in Rare Disease space
- Proficiency creating and communicating a clear vision among team members
- Track record of increased responsibilities
- Strong cross-functional collaboration and leadership presence
Additional Skills:
- Exemplary interpersonal skills; patient-centric with emotional intelligence and empathy
- Exceptional organization and time management
- Understand HIPAA rules and regulations related to patient privacy
- Strong written/verbal communication and presentation skills
- Ability to manage expenses within allocated budgets
- Adaptable and able to adjust quickly to change
- Cross-functional leadership: lead internal teams; lead external customers to achieve patient access (e.g., physicians, nurses, payers, specialty pharmacies)
- Ability to independently identify access solutions and determine resolution plan; lead cross-functional resolution teams and ensure cross-functional/internal and external communication
- Ability to travel up to 50%
Physical Requirements:
- Regular standing, walking, sitting, and use of hands; ability to reach, climb, balance, stoop, kneel, crouch; maintain visual/verbal/auditory communication
- Occasionally lift/move up to 20 pounds
- Ability to travel independently overnight and/or work after hours as required
- Ability to travel by car or airplane independently up to 80% of the time; live within a reasonable distance to a major airport
Benefits/Compensation (as stated):
- Salary range: $194,000—$243,000 USD
- Eligible for discretionary bonus and equity awards
- Medical, dental, vision; employer-paid life, disability, business travel and EAP coverage
- 401(k) with fully vested company match 1:1 up to 5%
- Employee Stock Purchase Plan with 2-year purchase price lock-in
- 15+ vacation days; 13–15 paid holidays (office closure Dec 24–Jan 1)
- 10 days paid sick time; paid parental leave; tuition assistance
The Director of Family Support Educator, Rare Disease (DFSE) provides strategic leadership and oversight to Family Support Educator (FSE) Leads and their teams, including direct management of FSE Leads and indirect management of Family Support Educators (FSEs) who deliver field-based patient education and support throughout the treatment journey for the Rett community.
Primary 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 primary representative for the FSE team with cross-functional partners (e.g., Patient Support and Distribution, CIAO, Access and Reimbursement, Marketing, Sales)
- Collaborate with cross-functional partners to:
- Review and assist with training and onboarding of new FSE Lead and FSE team members
- Manage evolution of the FSE team as business needs and market dynamics evolve
- Develop and drive metrics and MBO plans; communicate metrics to internal stakeholders
- Deliver results on key quarterly business goals
- Provide reporting, analytics, and insights based on FSE data collection
- Ensure exceptional customer experience through strong collaboration and operational execution
- Participate in executive meetings; assist with slide development and storyboarding
- Plan and prepare for national and regional commercial field meetings
- Offer in-field coaching to FSE Leads and FSEs
- Conduct performance reviews and evaluations of FSE Leads and FSEs (including in Leads’ absence)
- Recruit and hire new Lead FSEs and FSEs as needed
- Manage ongoing training, development, engagement, and culture of the entire FSE team
Education/Experience/Skills:
- Bachelor’s degree required; 15 years of relevant experience in Patient Support Services, Access, National Accounts, Specialty Pharmacy, Nursing, or related fields (MBA plus)
- Minimum 5 years in a leadership role in 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 background in field environment in healthcare industry
- Strong background in Rare Disease space
- Proficiency creating and communicating a clear vision among team members
- Track record of increased responsibilities
- Strong cross-functional collaboration and leadership presence
Additional Skills:
- Exemplary interpersonal skills; patient-centric with emotional intelligence and empathy
- Exceptional organization and time management
- Understand HIPAA rules and regulations related to patient privacy
- Strong written/verbal communication and presentation skills
- Ability to manage expenses within allocated budgets
- Adaptable and able to adjust quickly to change
- Cross-functional leadership: lead internal teams; lead external customers to achieve patient access (e.g., physicians, nurses, payers, specialty pharmacies)
- Ability to independently identify access solutions and determine resolution plan; lead cross-functional resolution teams and ensure cross-functional/internal and external communication
- Ability to travel up to 50%
Physical Requirements:
- Regular standing, walking, sitting, and use of hands; ability to reach, climb, balance, stoop, kneel, crouch; maintain visual/verbal/auditory communication
- Occasionally lift/move up to 20 pounds
- Ability to travel independently overnight and/or work after hours as required
- Ability to travel by car or airplane independently up to 80% of the time; live within a reasonable distance to a major airport
Benefits/Compensation (as stated):
- Salary range: $194,000—$243,000 USD
- Eligible for discretionary bonus and equity awards
- Medical, dental, vision; employer-paid life, disability, business travel and EAP coverage
- 401(k) with fully vested company match 1:1 up to 5%
- Employee Stock Purchase Plan with 2-year purchase price lock-in
- 15+ vacation days; 13–15 paid holidays (office closure Dec 24–Jan 1)
- 10 days paid sick time; paid parental leave; tuition assistance