Senior Director, Patient Support Services & Hub Ops

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.

Position Summary

The Sr. Director, Patient Support Services & HUB Operations is responsible for defining and delivering Acadia’s patient service strategy to enhance access, affordability, and the overall patient and provider experience. This strategic leader oversees the Patient Services organization and directs the evolution of HUB and access support programs, ensuring they are high-performing, insights-driven, and aligned with brand and business priorities.

This role leads the development of access marketing initiatives, including messaging, branding, tools, and training that empower customer-facing teams and reduce barriers to treatment. The Sr. Director partners closely with Brand Marketing, Access & Reimbursement, Field Access, Trade & Distribution, Patient Advocacy, and other cross-functional partners to ensure a seamless and compliant customer experience.

Serving as a key stakeholder for both in-line brands and future pipeline planning, this leader will continuously optimize services and programs through data, user feedback, and market insights. The ideal candidate brings deep expertise in the U.S. access environment, a strong patient-centric mindset, and a proven ability to influence across a matrixed organization.

 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.
• Leads evaluation and evolution of 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, in partnership with Field Access Team leaders, 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.
• Collaborates on 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.
• 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 vend