Senior Director, Patient Support Service Operations & Solutions

Acadia Pharmaceuticals Inc.•San Diego, CA

1d•Hybrid

About The Position

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.

Requirements

Bachelor’s degree with 15+ years of experience in patient support services, program strategy, and healthcare operations within pharma/biotech.
Proven ability to design, optimize, and scale HUB operations, reimbursement support, specialty pharmacy coordination, and vendor management.
Demonstrated success leading complex operations, cross-functional initiatives, and improving patient experience and access outcomes.
Strong communication and influence skills to align cross-functional stakeholders
Analytical mindset with ability to translate data into actionable insights and operational improvements
Experience supporting product launches and ensuring operational readiness in patient services
Proven cross-functional collaboration across commercial, access, compliance, medical, IT, and vendors
Strong organizational and prioritization skills with ability to manage multiple initiatives
Resilience and adaptability in evolving business environments
Deep knowledge of patient services, access models, HUB operations, and reimbursement workflows
Strong leadership and team management capabilities
Technical proficiency in Microsoft Office, CRM systems, analytics platforms, and workflow tools
Experience managing budgets and vendors to drive cost-efficient, high-quality outcomes
Ability to meet required compliance and workplace standards
Ability to travel up to 70%

Nice To Haves

Equivalent combinations of education and relevant experience may be considered.

Responsibilities

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
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 insights, market research, and customer feedback to optimize programs and refine strategy
Lead or support additional initiatives that advance the PSS mission and enterprise access strategy
Build and lead a high‑performing Patient Support Services operations team through coaching, development, and clear performance expectations
Provide direction to internal team members, agencies, HUB vendors, SP partners, technology vendors, and operational partners
Work collaboratively with Trade, Market Access, Sales, Brand, Patient Advocacy, Legal, Compliance, IT, and Specialty Pharmacy partners to deliver best‑in‑class services
Model a consistently constructive and solutions‑oriented mindset, approaching challenges with optimism, resilience, and a forward‑looking perspective that builds confidence and momentum across teams.
Demonstrate executive presence in every interaction through intentional body language, composed delivery, and clear, respectful communication that fosters trust and credibility.
Engage as an active, empathetic listener, creating space for diverse viewpoints, ensuring partners feel valued, and incorporating insights to strengthen decision‑making and alignment.
Serve as a unifying connector across Patient Support Services, driving integration, clarity of priorities, and shared accountability while maintaining a high standard of professionalism and diplomacy.
Collaborate transparently with Patient Support and cross‑functional commercial leaders to surface obstacles, co‑create solutions, and enable consistent execution—always reinforcing a culture of partnership.
Facilitate structured governance and feedback loops that reinforce transparency, agility, and responsiveness, ensuring field and patient insights translate into meaningful organizational action.

Benefits

Competitive base, bonus, new hire and ongoing equity packages
Medical, dental, and vision insurance
Employer-paid life, disability, business travel and EAP coverage
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
13 -15 paid holidays, including office closure between December 24th and January 1st
10 days of paid sick time
Paid parental leave benefit
Tuition assistance