17 days old

Director, Patient Support Services & Hub Operations

ACADIA Pharmaceuticals
San Diego, CA 92101
  • Job Code
    117770989
ACADIA Pharmaceuticals

ACADIA Pharmaceuticals is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity

Position Summary:

Responsible for establishing patient service strategy and support programs to improve access and affordability. Leads patient services team on access marketing initiatives, including branding, messaging, and training to drive customer engagement and overcome access barriers. Evaluate and advance HUB and access support to best serve our customers. Ensure cross-functional collaboration and strategic alignment to business objectives.

Primary Responsibilities:

  • Establishes high-performing Patient Services team by providing management, mentorship, coaching, and guidance to direct reports and other key team members.
  • Develops patient support services strategy and leads implementation, ensuring executional excellence with HUB services team.
  • Evaluates and evolves HUB services, creating efficiencies and improving the customer experience, to drive results aligning to business objectives. Utilizes data, insights, and feedback to continuously optimize support services, positioning, and messaging.
  • Leads the evaluation, design and execution of future versions of access support and HUB services based on evolving business priorities, pipeline and patient requirements.
  • Leads the Field Access Team strategy and goals through training and materials, as well as facilitating access to relevant data and information.
  • Ensures HUB and Field access team alignment.
  • Develops and tracks KPIs: Continually assesses and monitors impact and execution of access services & offerings, including feedback from service users and internal stakeholders.
  • Leads market research projects and refines strategies to help generate insights to create/optimize programs that better meet healthcare professionals (HCP) and patient needs.
  • Implements and monitors programs with HCPs and patients that help to overcome barriers to access.
  • Serves as Patient Support Services lead for pipeline/lifecycle management.
  • Strong collaboration with Patient Support Services counterparts. Supports and provides strategic recommendations on patient support strategy.
  • Leads Access marketing strategy, planning, and implementation by:
    • Ensuring access services marketing plan and execution align with Brand Marketing and Access & Reimbursement strategies.
    • Lead access related Brand Planning process.
    • Collaborate closely with Brand Marketing to ensure a seamless customer experience and alignment with brand initiatives.
    • Lead planning and development of access marketing and HUB priorities, content, tools, and training for national meetings and customer-facing team training.
  • Represents Access and Patient Services in senior Leadership/business review meetings; create relevant presentations for business review, Executive Management Committee, and Board meetings.
  • Develops compelling tools and programs for use with HCPs and patients to engage them with the services available through access and patient support HUB, while enhancing the experience, and provides leadership across creative agencies, ePA vendors, e-prescribing vendors, and other partners, as appropriate.
  • Collaborates with Access & Reimbursement counterparts, Brand Marketing, Sales, Field Access, Sales & Access Ops, Patient Advocacy teams as well as Pharmacy Providers to ensure best-in-class offerings and services; continually working to optimize and improve.
  • Collaborates with internal and external partners to ensure all programs meet ACADIA legal, regulatory, quality, and compliance standards.
  • Acts as Patient Support Services liaison for customer-facing team leadership and senior leadership across the organization.
  • Serves as Patient Support Services Budget owner.
  • Other duties, as assigned.

Education/Experience/Skills:

Bachelor's degree in marketing, health care, business administration or related field; Master's degree preferred. Minimum of 10 years of progressively responsible experience within marketing, access, patient support services, or related functions in pharmaceutical/biotech industry, with 5 years in a leadership role. An equivalent combination of relevant education and experience may be considered. Previous patient support experience with Medicare Part D products also required.

Must possess:

  • Previous patient support services, brand marketing and/or sales experience preferred
  • Agency/vendor management experience (briefing/execution/budgetary oversight)
  • Strong understanding of the US access environment, including reimbursement support services, payer coverage, reimbursement, pricing, patient support programs, field reimbursement specialists, co-pay support programs, etc.
  • Knowledge of the U.S. healthcare payer system (commercial and public)
  • Patient-centric and service-oriented mindset
  • Must be a team player with strong self-awareness and excellent interpersonal skills
  • Must be results oriented, attention to detail, accurate, prompt and able to meet established deadlines, including ability to drive multiple projects simultaneously and deliver results
  • Demonstrated ability to influence others without authority and successfully partner with cross-functional teams
  • Ability to analyze a business problem, synthesize complex information, develop an appropriate strategy and implement effective tactics
  • Ability to effectively produce business results, and develop and execute an effective competitive business strategy with direct involvement in the sales process
  • Strong enthusiasm with a drive to succeed within a team
  • Business acumen and budgeting skills
  • Must be a fast learner, creative, flexible and able adjust quickly
  • Possess strong presentation skills
  • Adaptable and open to an environment of change
  • Ability to travel 30%

Scope:

Establishes strategic plans for designated function(s). Develops methods, techniques, and evaluation criteria for projects, programs, and people. Works on complex issues where analysis of situations or data requires an in-depth knowledge of functional area and related organizational objectives. Erroneous decisions will have a serious impact on the overall success of functional area and may impact the long term success of the Company.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment and independently from remote locations. Employee must occasionally lift and/or move up to 20 pounds.


PI117770989

<b>ACADIA Pharmaceuticals</b><br/><br/>ACADIA Pharmaceuticals is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity</em><br/><br/><p><strong><u>Position Summary:</u></strong></p> <p>Responsible for establishing patient service strategy and support programs to improve access and affordability. Leads patient services team on access marketing initiatives, including branding, messaging, and training to drive customer engagement and overcome access barriers. Evaluate and advance HUB and access support to best serve our customers. Ensure cross-functional collaboration and strategic alignment to business objectives.</p> <p> </p> <p><strong><u>Primary Responsibilities:</u></strong></p> <ul> <li>Establishes high-performing Patient Services team by providing management, mentorship, coaching, and guidance to direct reports and other key team members.</li> <li>Develops patient support services strategy and leads implementation, ensuring executional excellence with HUB services team.</li> <li>Evaluates and evolves HUB services, creating efficiencies and improving the customer experience, to drive results aligning to business objectives. Utilizes data, insights, and feedback to continuously optimize support services, positioning, and messaging.</li> <li>Leads the evaluation, design and execution of future versions of access support and HUB services based on evolving business priorities, pipeline and patient requirements.</li> <li>Leads the Field Access Team strategy and goals through training and materials, as well as facilitating access to relevant data and information.</li> <li>Ensures HUB and Field access team alignment.</li> <li>Develops and tracks KPIs: Continually assesses and monitors impact and execution of access services & offerings, including feedback from service users and internal stakeholders.</li> <li>Leads market research projects and refines strategies to help generate insights to create/optimize programs that better meet healthcare professionals (HCP) and patient needs.</li> <li>Implements and monitors programs with HCPs and patients that help to overcome barriers to access.</li> <li>Serves as Patient Support Services lead for pipeline/lifecycle management.</li> <li>Strong collaboration with Patient Support Services counterparts. Supports and provides strategic recommendations on patient support strategy.</li> <li>Leads Access marketing strategy, planning, and implementation by: <ul> <li>Ensuring access services marketing plan and execution align with Brand Marketing and Access & Reimbursement strategies.</li> <li>Lead access related Brand Planning process.</li> <li>Collaborate closely with Brand Marketing to ensure a seamless customer experience and alignment with brand initiatives.</li> <li>Lead planning and development of access marketing and HUB priorities, content, tools, and training for national meetings and customer-facing team training.</li> </ul> </li> <li>Represents Access and Patient Services in senior Leadership/business review meetings; create relevant presentations for business review, Executive Management Committee, and Board meetings.</li> <li>Develops compelling tools and programs for use with HCPs and patients to engage them with the services available through access and patient support HUB, while enhancing the experience, and provides leadership across creative agencies, ePA vendors, e-prescribing vendors, and other partners, as appropriate.</li> <li>Collaborates with Access & Reimbursement counterparts, Brand Marketing, Sales, Field Access, Sales & Access Ops, Patient Advocacy teams as well as Pharmacy Providers to ensure best-in-class offerings and services; continually working to optimize and improve.</li> <li>Collaborates with internal and external partners to ensure all programs meet ACADIA legal, regulatory, quality, and compliance standards.</li> <li>Acts as Patient Support Services liaison for customer-facing team leadership and senior leadership across the organization.</li> <li>Serves as Patient Support Services Budget owner.</li> <li>Other duties, as assigned.</li> </ul> <p> </p> <p><strong><u>Education/Experience/Skills:</u></strong></p> <p>Bachelor's degree in marketing, health care, business administration or related field; Master's degree preferred. Minimum of 10 years of progressively responsible experience within marketing, access, patient support services, or related functions in pharmaceutical/biotech industry, with 5 years in a leadership role. An equivalent combination of relevant education and experience may be considered. Previous patient support experience with Medicare Part D products also required.</p> <p> </p> <p>Must possess:</p> <ul> <li>Previous patient support services, brand marketing and/or sales experience preferred</li> <li>Agency/vendor management experience (briefing/execution/budgetary oversight)</li> <li>Strong understanding of the US access environment, including reimbursement support services, payer coverage, reimbursement, pricing, patient support programs, field reimbursement specialists, co-pay support programs, etc.</li> <li>Knowledge of the U.S. healthcare payer system (commercial and public)</li> <li>Patient-centric and service-oriented mindset</li> <li>Must be a team player with strong self-awareness and excellent interpersonal skills</li> <li>Must be results oriented, attention to detail, accurate, prompt and able to meet established deadlines, including ability to drive multiple projects simultaneously and deliver results</li> <li>Demonstrated ability to influence others without authority and successfully partner with cross-functional teams</li> <li>Ability to analyze a business problem, synthesize complex information, develop an appropriate strategy and implement effective tactics</li> <li>Ability to effectively produce business results, and develop and execute an effective competitive business strategy with direct involvement in the sales process</li> <li>Strong enthusiasm with a drive to succeed within a team</li> <li>Business acumen and budgeting skills</li> <li>Must be a fast learner, creative, flexible and able adjust quickly</li> <li>Possess strong presentation skills</li> <li>Adaptable and open to an environment of change</li> <li>Ability to travel 30%</li> </ul> <p> </p> <p><strong><u>Scope:</u></strong></p> <p>Establishes strategic plans for designated function(s). Develops methods, techniques, and evaluation criteria for projects, programs, and people. Works on complex issues where analysis of situations or data requires an in-depth knowledge of functional area and related organizational objectives. Erroneous decisions will have a serious impact on the overall success of functional area and may impact the long term success of the Company.</p> <p> </p> <p><strong><u>Physical Requirements:</u></strong></p> <p>While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment and independently from remote locations. Employee must occasionally lift and/or move up to 20 pounds.</p> <p> </p> <p><em><span style="font-weight: 400;"><br/></span></em></p> <img src="https://analytics.click2apply.net/v/7eOYelcng2y1IZ1NF7XdO"> <p>PI117770989</p>

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Posted: 2020-02-04 Expires: 2020-03-06

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Director, Patient Support Services & Hub Operations

ACADIA Pharmaceuticals
San Diego, CA 92101

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