Family Support Educator - Michigan

Role Summary

As a Family Support Educator, you’ll empower families affected by Rett syndrome by providing expert, field-based education and support throughout the treatment journey. You will serve as the primary point of contact for caregivers, answering on-label clinical education questions and delivering clear information about the disease state and therapy options. This role involves direct engagement with families, caregivers, and healthcare professionals to help patients start and stay on therapy, building relationships in the Rett community across Michigan locations including Detroit, MI; Lansing, MI; Ann Arbor, MI; Grand Rapids, MI; and Traverse City, MI.

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 take place before, during, and after therapy initiation, through various formats, including 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 various stages of the patient journey.
• Collaborates with and provides support for the entire assigned territory, which consists of multiple internal cross-functional partners (Marketing, Sales, Patient Access Team, Medical Affairs, Advocacy, and others), and may require coverage of multiple states. Supports and communicates educational opportunities with cross functional partners, as appropriate.
• Possess expert knowledge and provide insights to internal stakeholders including, but limited to, training leads, marketing partners, advocacy, medical and leadership, in an effort to develop tools and resources to address educational gaps, enhance disease state education, and therapy management strategies to patient families/caregivers.
• Demonstrate deep knowledge of disease state, product, and Acadia Customer Support Programs, such as Hub-related and Patient Assistance Programs, and ambassador speaker programs, etc.
• May moderate, lead and present caregiver speaker programs as needed, and attend community events within assigned territory.
• Provide in-service to physician offices reactively, to educate about the Family Support Educator role, patient support resources provided to caregivers, pre and post enrollment in the program, and foster a dialogue between caregivers and healthcare providers.
• Identify and execute on opportunities to provide leadership within the Family Support Educator team and with cross functional partners.
• May provide formal mentorship and/or development opportunities with new Family Support Educator team members, and/or to cross functional colleagues interested in Patient Support Services.
• Identify training and development opportunities related to Patient Support Services and the broader organization.
• Ensures that all actions, both internally and externally, working on Acadia’s behalf are in compliance with all laws, regulations, policies and demonstrates Acadia values.

Qualifications

• Bachelor’s degree required, with an emphasis in life sciences preferred. RN, MSN, MBA is a plus.
• 5+ years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, or Specialty Pharmacy; at least 2 years of Patient Support, Education or Leadership experience (Patient Education, Patient Access, and/or Patient Engagement Leadership).
• For Senior Family Support Educator: 7+ years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, Specialty Pharmacy, with extensive experience and technical expertise associated with Patient Engagement; at least 4 years of Patient Support, Education or Leadership experience (Patient Education, Patient Access, and/or Patient Engagement Leadership).
• Rare Disease, Product Launch, Advocacy, Medicaid and Medicare expertise strongly preferred with a strong background and understanding of field environment in healthcare industry. Equivalent combination of relevant education and applicable job experience may be considered.
• Rare Disease experience strongly preferred; Experienced in patient/caregiver education strongly preferred; Account Management experience preferred; Advocacy experience preferred.
• Strong background and understanding of field environment in healthcare industry; Strong history of successful cross functional collaboration; Demonstrated success in leading without authority; Experience working with provider offices such as a physician practice, patient assistance programs, or similar pharmaceutical support program strongly preferred.
• Patient-centric mentality with a high degree of emotional intelligence and empathy; Empathetic listening skills to interact effectively with customers; Excellent organizational and time management skills.
• Understand HIPAA rules and regulations related to patient privacy; Must possess strong written and verbal communications as well as presentation skills; Excellent computer skills, including knowledge of Microsoft Office products (Outlook, Excel, Word and PowerPoint).
• Ability to manage expenses within allocated budgets; Adaptable and open to an environment of change; Fast learner, able to work independently and adjust; Strong enthusiasm with a drive to succeed within a team.
• Ability to travel up to 70%, depending on territory.

Skills

• Strong written and verbal communication; excellent presentation skills.
• Empathetic listening and customer-centric approach.
• Cross-functional collaboration and relationship-building with families, caregivers, and healthcare providers.
• Excellent computer skills, including Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Organizational and time management abilities.

Education

• Bachelor’s degree required; emphasis in life sciences preferred. RN, MSN, MBA is a plus.

Additional Requirements

• Travel up to 70% depending on territory.
• Regular standing, walking, sitting, and use of hands for handling or operating equipment; ability to reach, climb, balance, stoop, kneel, crouch; maintain visual, verbal, and auditory communication in various work environments.
• Ability to lift and/or move up to 20 pounds; ability to travel independently overnight and/or work after hours as required by travel schedule or business needs.