Family Support Educator (FSE) - Chicago, IL

Role Summary

Provide expert field-based patient education and support throughout the treatment journey for the Rett community. Serve as a dedicated point of contact to Rett families for on-label, clinical education-related questions about disease state and product education. Engage primarily with caregivers and families, healthcare professionals when appropriate, and local communities to help patients progress in their healthcare journey. Help patients successfully start and stay on therapy.

Responsibilities

• Provide disease state, product, and ongoing therapy management education upon request, in consumer friendly language to the Rett community, which may include patients, caregivers, and/or other care team members. Caregiver engagement may occur before, during, and after therapy initiation, through in-person, telephonic, and/or virtual interactions.
• Determine individual needs of patients and caregivers, and serve as an ongoing resource to provide appropriate education and resources accordingly, throughout the patient journey.
• Collaborate with and provide support for the entire assigned territory, involving cross-functional partners (Marketing, Sales, Patient Access Team, Medical Affairs, Advocacy, and others), and may cover multiple states. Communicate educational opportunities with cross-functional partners as appropriate.
• Provide expert knowledge and insights to internal stakeholders to help develop tools and resources addressing educational gaps and therapy management strategies for patient families/caregivers.
• Demonstrate deep knowledge of disease state, product, and Acadia Customer Support Programs, including Hub-related and Patient Assistance Programs and ambassador speaker programs.
• Moderate, lead, and present caregiver speaker programs as needed, and attend community events within the assigned territory.
• Provide in-service to physician offices to educate about the Family Support Educator role, patient support resources, and enrollment processes, fostering dialogue between caregivers and healthcare providers.
• Identify opportunities to provide leadership within the Family Support Educator team and with cross-functional partners.
• Mentor and/or develop opportunities for new Family Support Educator team members and cross-functional colleagues in Patient Support Services.
• Identify training and development opportunities related to Patient Support Services and the broader organization.
• Ensure all actions on Acadia’s behalf comply with laws, regulations, policies, and Acadia values.

Qualifications

• Required: Bachelor’s degree (life sciences preferred); RN, MSN, or MBA a plus.
• Required: 5+ years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, or Specialty Pharmacy; at least 2 years in Patient Support, Education, or Leadership (Patient Education, Patient Access, and/or Patient Engagement Leadership).
• Preferred: Senior Family Support Educator requires 7+ years in Pharmaceutical Industry, Patient Access, National Accounts, Specialty Pharmacy with extensive Patient Engagement experience; at least 4 years in Patient Support, Education, or Leadership.
• Required/Preferred: Rare Disease, Product Launch, Advocacy, Medicaid and Medicare expertise; strong field environment understanding in healthcare.
• Equivalent combination of relevant education and applicable job experience may be considered.

Must possess

• Rare Disease experience strongly preferred
• Experience in patient/caregiver education strongly preferred
• Account Management experience preferred
• Advocacy experience preferred
• Strong background and understanding of field environment in healthcare industry
• Track record of increased responsibilities
• Strong cross-functional collaboration
• Ability to lead without authority
• Experience with provider offices or patient assistance programs preferred
• Exemplary interpersonal skills
• Patient-centric mentality with high emotional intelligence and empathy
• Empathetic listening skills
• Excellent organizational and time management skills
• Understand HIPAA patient privacy rules
• Strong written and verbal communications and presentation skills
• Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Ability to manage expenses within budgets
• Adaptable and open to change
• Fast learner; independent and flexible
• Team-driven with enthusiasm to succeed
• Travel up to 70%, depending on territory
• Must meet local, state, and federal vaccination requirements for in-person activities

Additional Requirements

• Physical Requirements: Regular standing, walking, sitting; use of hands; may need to reach, climb, balance, stoop, kneel, crouch; occasional lifting up to 20 pounds; travel overnight as required.