June 3rd, 2022 Patient Access Management

Associate Director Patient Support Services

San Diego, California, United States

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Please be aware that Acadia has a mandatory COVID-19 vaccination policy for all employees.

Leads Patient Support Services (PSS) marketing-related strategies and initiatives, including branding, messaging, and training to drive customer engagement and overcome access barriers, specifically focused on rare disease. Advances hub processes and improves support programs to best serve Acadia’s customers. Develops strategies, key messages, and tactics to help increase customer engagement. Ensures executional excellence.

Primary Responsibilities:

  • Partners with Patient Support Services Directors to evolve and improve services & complete strategies focused on rare disease support
  • Collaborate with internal partners on relevant market research and lead PSS projects to refine strategies to help generate insights to build/optimize programs that better meet healthcare professionals (HCP) and patient needs in rare disease
  • Leads the planning, development, and implementation of access marketing strategies, programs, tactics, and messaging by:
  • Ensure access services marketing plan and execution align with Brand Marketing and Access & Reimbursement strategies
  • Direct access related Brand Planning process
  • Collaborate closely with Brand Marketing to ensure a seamless customer experience and alignment with brand initiatives
  • Plan and develop access marketing and HUB priorities, content, tools, and training for national meetings and customer-facing team training
  • Serves as access services authority, making recommendations on solutions to deliver upon unmet needs, with a specific focus on the rare disease space
  • Leads the planning, development, and management of access website, materials, messaging, and programming; including, but not limited to, copay programs, sample programs, reimbursement, and patient financial support services, etc.
  • Develops and tracks meaningful metrics; Continually assesses and monitors impact and execution of access services & offerings in the rare disease space, including feedback from service users and internal stakeholders
  • Attendance at professional, provider, & patient conferences and keeps up to date on innovation
  • Handles vendor relationships to ensure outstanding customer service, quality delivery, and budget oversight
  • Collaborates with Patient Access Manager team for process development, operations management, and ongoing training needs
  • Creates and presents relevant data and/or presentations for business review and/or other key meetings
  • Collaborates with Access & Reimbursement, Specialty Trade and Distribution, Brand Marketing, Sales, Field Access, HUB Operations, and Patient Advocacy teams to ensure best-in-class offerings and services; continually work to optimize and improve
  • Collaborate with internal and external partners to ensure all programs meet Acadia legal, regulatory, and compliance standards
  • Perform other duties as assigned


  • Bachelor’s degree in Marketing, Sales, Market Research or related field; MBA is a plus. An equivalent combination of relevant education and applicable job experience may be considered
  • Eight (8) years of progressively responsible experience in pharmaceuticals, including intimate knowledge of the specialty insurance/payer landscape, including patient assistance programs for rare disease products
  • Experience with design and implementation of access support services and/or strong understanding of access support services environment for rare disease products
  • Preferred experience with program/product launch
  • Experience with therapeutics in the rare disease space
  • Adept project management experience
  • Agency management experience (briefing/execution/budgetary oversight) preferred
  • Outstanding customer relationship, interpersonal, and communication skills with an ability to effectively communicate across diverse audiences and influence cross-functionally
  • Shown success in high-impact program development and execution
  • Must be a teammate with strong self-awareness and excellent social skills
  • Must be results oriented, pay attention to detail, be accurate, prompt, and able to meet deadlines
  • Ability to drive multiple projects simultaneously and deliver results
  • Proven ability able to influence others without authority and successfully partner with cross-functional teams
  • Intuition for business and budgeting skills
  • Adaptable and open to an environment of change

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. The employee must occasionally lift and/or move up to 20 pounds. Travel by car or airplane independently up to 30% of the time to attend conferences, meetings, and the corporate head office.


What we offer you:

  • Competitive base, bonus, new hire and ongoing equity packages
  • Medical, dental, and vision insurance
  • 401(k) Plan with a fully vested company match 1:1 up to 5%
  • Employee Stock Purchase Plan with a 2-year purchase price lock-in
  • 15+ vacation days
  • 14 paid holidays plus one floating holiday of your choice, including office closure between December 24th and January 1st
  • 10 days of paid sick time
  • Paid parental leave
  • Tuition assistance

EEO Statement:

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications in the exact way they are described in job postings. We are committed to building a diverse, equitable, inclusive, and innovative company and we are looking for the BEST candidate for the job. That candidate may be one who comes from a less traditional background or may meet the qualifications in a different way. We would strongly encourage you to apply – especially if the reason you are the best candidate isn’t exactly as we describe it here.

It is the policy of Acadia to provide equal employment opportunities to all employees and employment applicants without regard to considerations of race, including related to hairstyle, color, religion or religious creed, sexual orientation, gender, gender identity, gender expression, gender transition, country of origin, ancestry, citizenship, age, physical or mental disability, genetic information, legally-protected medical condition or information, marital status, domestic partner status, family care status, military caregiver status, veteran or military status (including reserve status, National Guard status, and military service or obligation), status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, or any basis protected under federal, state or local law.

As an equal opportunity employer, Acadia is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation. Furthermore, you may request additional support if you are unable or limited in your ability to use or access Acadia’s career website due to your disability, along with any accommodations throughout the interview process. To request or inquire about your reasonable accommodation, please complete our Reasonable Accommodation Request Form or contact us at [email protected] or 858-261-2923.

Please note that reasonable accommodations granted throughout the recruiting process are not guaranteed to be the same accommodation given if hired. A new request will need to be submitted for any ADA accommodations after starting employment.