Senior Director, Patient Support Service Operations & Solutions
Acadia Pharmaceuticals Inc.About the role
Please note that this position is based in either San Diego, CA, or Princeton, NJ. Acadia's hybrid model requires this role to work in our office three days per week on average.
The Sr. Director, Patient Support Services Operations & Solutions is a critical enterprise leader responsible for architecting, optimizing, and governing the operational backbone of Patient Support Services (PSS). This role oversees HUB operations, specialty pharmacy collaboration, affordability programs, technology enablement, and vendor governance to ensure a seamless, compliant, and high‑quality patient access experience.
This leader owns the end‑to‑end patient journey - spanning onboarding, benefits verification, prior authorization, affordability, fulfillment, and ongoing support. The Sr. Director partners closely with PSS Field Leadership, Commercial, Market Access, Trade, IT, Compliance, and Data/Analytics to drive operational excellence, accountability, and continuous improvement that enhances speed‑to‑therapy, access outcomes, and program quality.
Primary Responsibilities:
PSS Operations & Performance Optimization
- Oversee HUB operations through direct, field-based and virtual engagement with case management teams, HUB vendor leadership, and operational staff across partner locations
- Manage and hold vendors accountable through SLAs, KPIs, and continuous improvement actions
- Conduct onsite and remote vendor governance activities, including QBRs, audits, operational deep dives, workflow observations, and continuous improvement workshops
- Develop and monitor operational dashboards to evaluate HUB performance and identify action plans
- Implement programs to help HCPs and patients overcome access barriers and achieve timely therapy initiation
- Ensure affordability and access program compliance and integration with brand and payer strategies including co-pay, bridge programs and PAP
- Partner with Trade & Distribution, SP networks, and Market Access to ensure cohesive operations, timely fulfillment, and a unified patient experience
- Strengthen performance visibility, data exchange, and operational alignment across SP partners
- Partner closely with PSS Field team through field ride-alongs, joint customer engagements, and in-market collaboration to establish shared goals, training, tools, and execution standards
- Ensure tight alignment between HUB operations and PSS field teams to deliver seamless customer engagement
- Serve as Patient Support Services budget owner, overseeing forecasting, operational planning, scenario modeling, and expense management.
- Evaluate vendor proposals, contracts, and resource allocations to ensure optimal ROI and responsible financial governance
Strategic Leadership & Vision
- Develop and execute enterprise patient support services strategy aligned with brand objectives, payer dynamics, and evolving business needs
- Lead the assessment, design, and modernization of HUB services to improve efficiency, satisfaction, and outcomes
- Represent Patient Support Services at national and regional conferences, vendor summits, and cross‑company forums to remain current with evolving access models, regulatory expectations, and best practices
- Partner as the PSS lead for pipeline and lifecycle management with full operational readiness
- Provide strategic recommendations on the evolution of access programs, service models, and operational frameworks
- Lead digital transformation across patient support operations including CRM optimization, workflow automation, e‑services, AI/ML applications, and data integration
- Identify and implement new tools and platforms to enhance operational efficiency and the patient/HCP experience
- Partner to develop dashboards and reporting frameworks to monitor HUB performance, patient journey metrics, SP coordination, affordability trends, and satisfaction indicators
- Leverage insigh
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