29 days old

Director Patient Services (Hub)

ACADIA Pharmaceuticals
San Diego, CA 92101
  • Job Code
    114673748
ACADIA Pharmaceuticals

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

Position Summary:

Lead Patient Services hub strategy and operationalization to improve the patient experience, access and affordability, while exceeding patient and business needs. Evaluate, evolve, and advance HUB and access support to best serve our customers. Ensure cross-functional collaboration and strategic alignment to business objectives. Lifecycle Access & Reimbursement leadership.

Primary Responsibilities:

  • Lead patient support services hub strategy and implementation, ensuring executional excellence
  • Evaluate and evolve hub services, creating efficiencies and improving the customer experience to drive results aligning to business objectives
    • Design and execute future versions of hub services based on changing business priorities, pipeline and patient requirements; manage through to completion
    • Partner with Patient Services and cross-functional teams for seamless implementation and management of new and existing projects
    • Utilize data, insight, and feedback to continuously optimize support services and offerings; Identify and communicate strategic insights and trends in health plan coverage, healthcare reform, patient access and provider needs
    • Collaborate closely with Patient Services Operations lead on hub day-to-day management, including maintaining all program SOPs, business rules, exceptions processes, workflows, scripting, training, reports, etc.
  • Ensures appropriate and timely hub partner integration and training for all messaging, materials, communications, etc.
  • Responsible for hub and Specialty Pharmacy (SP) partnership for script pull through
  • Manage hub partner performance against contractual arrangements, SLAs, SOPs, KPIs, and budget
  • Work with analytics and IT colleagues to establish performance dashboards; interprets hub data for purposes of assessing market access trends, hub program utilization, and performance against defined KPIs
  • Support the field access team
    • Provides the Field Access Team with strategic guidance, hub services and market insights
    • Liaison for hub and Field Access Team for overall collaboration and one team approach, as well as appropriate and relevant patient case information
  • Serves as customer-facing team liaison
    • Manages and addresses customer-facing inquiries and escalations
    • Trains all customer-facing field teams on available patient access reports, portals, and data
    • Trains all customer-facing field teams on hub services
    • Patient Services liaison for customer-facing team leadership
  • Work closely with several cross-functional stakeholders, including Managed Markets, Channel, Brand Marketing, Sales, Field Access, Sales Operations, Patient Advocacy teams as well as Pharmacy Providers to ensure ideal offerings and services; continually work to optimize and improve
  • Collaborate with internal and external partners to ensure all programs meet ACADIA legal, regulatory, quality, and compliance standards

Education/Experience/Skills:

Bachelor's degree in marketing, health care, business administration or related required; Master's degree preferred. Minimum of 12 years of progressively responsible experience within marketing, access, patient services, or related functions in pharmaceutical/biotech industry , including 8 years experience in a leadership role.

Must possess:

  • In-depth experience with the management, design, and implementation of hub and access support services, including a strong understanding of access support services environment and associated data/CRM systems
  • Strong understanding of the US access environment, including patient support services, payer coverage, reimbursement, pricing, patient support programs, field reimbursement specialists, co-pay support programs, etc.; intimate knowledge of the specialty insurance/payer landscape, including patient assistance programs
  • Previous experience with Medicare Part D, Medicaid, and commercially covered products also required
  • Patient-centric and service-oriented mindset
  • Must be a team player with strong self-awareness and excellent interpersonal skills
  • Must be results oriented, pay attention to detail, be accurate, prompt and able to meet deadlines
    • Ability to drive multiple projects simultaneously and to deliver results
    • Exemplary project management skills
  • Demonstrated ability able to influence others without authority and successfully partner with cross-functional teams
  • Ability to analyze a business problem, synthesizing 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 to ACADIAs rapid pace
  • Possess strong presentation and communication skills
  • Adaptable and open to an environment of change
  • The following personal characteristics:
    • Compassion and passion for the patients we serve
    • A bias towards action with high ethical standards
    • A self-starter with a high energy level
    • Culturally sensitive

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. Ability to travel by car or airplane independently as needed. Travel up to 30% of the time and work after hours if required by travel schedule or business issues.


PI114673748

<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>Lead Patient Services hub strategy and operationalization to improve the patient experience, access and affordability, while exceeding patient and business needs. Evaluate, evolve, and advance HUB and access support to best serve our customers. Ensure cross-functional collaboration and strategic alignment to business objectives. Lifecycle Access & Reimbursement leadership.</p> <p> </p> <p><strong><u>Primary Responsibilities:</u></strong></p> <ul> <li>Lead patient support services hub strategy and implementation, ensuring executional excellence</li> <li>Evaluate and evolve hub services, creating efficiencies and improving the customer experience to drive results aligning to business objectives <ul> <li>Design and execute future versions of hub services based on changing business priorities, pipeline and patient requirements; manage through to completion</li> <li>Partner with Patient Services and cross-functional teams for seamless implementation and management of new and existing projects</li> <li>Utilize data, insight, and feedback to continuously optimize support services and offerings; Identify and communicate strategic insights and trends in health plan coverage, healthcare reform, patient access and provider needs</li> <li>Collaborate closely with Patient Services Operations lead on hub day-to-day management, including maintaining all program SOPs, business rules, exceptions processes, workflows, scripting, training, reports, etc.</li> </ul> </li> <li>Ensures appropriate and timely hub partner integration and training for all messaging, materials, communications, etc.</li> <li>Responsible for hub and Specialty Pharmacy (SP) partnership for script pull through</li> <li>Manage hub partner performance against contractual arrangements, SLAs, SOPs, KPIs, and budget</li> <li>Work with analytics and IT colleagues to establish performance dashboards; interprets hub data for purposes of assessing market access trends, hub program utilization, and performance against defined KPIs</li> <li>Support the field access team <ul> <li>Provides the Field Access Team with strategic guidance, hub services and market insights</li> <li>Liaison for hub and Field Access Team for overall collaboration and one team approach, as well as appropriate and relevant patient case information</li> </ul> </li> <li>Serves as customer-facing team liaison <ul> <li>Manages and addresses customer-facing inquiries and escalations</li> <li>Trains all customer-facing field teams on available patient access reports, portals, and data</li> <li>Trains all customer-facing field teams on hub services</li> <li>Patient Services liaison for customer-facing team leadership</li> </ul> </li> <li>Work closely with several cross-functional stakeholders, including Managed Markets, Channel, Brand Marketing, Sales, Field Access, Sales Operations, Patient Advocacy teams as well as Pharmacy Providers to ensure ideal offerings and services; continually work to optimize and improve</li> <li>Collaborate with internal and external partners to ensure all programs meet ACADIA legal, regulatory, quality, and compliance standards</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 required; Master's degree preferred. Minimum of 12 years of progressively responsible experience within marketing, access, patient services, or related functions in pharmaceutical/biotech industry , including 8 years experience in a leadership role.</p> <p>Must possess:</p> <ul> <li>In-depth experience with the management, design, and implementation of hub and access support services, including a strong understanding of access support services environment and associated data/CRM systems</li> <li>Strong understanding of the US access environment, including patient support services, payer coverage, reimbursement, pricing, patient support programs, field reimbursement specialists, co-pay support programs, etc.; intimate knowledge of the specialty insurance/payer landscape, including patient assistance programs</li> <li>Previous experience with Medicare Part D, Medicaid, and commercially covered products also required</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, pay attention to detail, be accurate, prompt and able to meet deadlines <ul> <li>Ability to drive multiple projects simultaneously and to deliver results</li> <li>Exemplary project management skills</li> </ul> </li> </ul> <ul> <li>Demonstrated ability able to influence others without authority and successfully partner with cross-functional teams</li> <li>Ability to analyze a business problem, synthesizing 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 to ACADIAs rapid pace</li> <li>Possess strong presentation and communication skills</li> <li>Adaptable and open to an environment of change</li> <li>The following personal characteristics: <ul> <li>Compassion and passion for the patients we serve</li> <li>A bias towards action with high ethical standards</li> <li>A self-starter with a high energy level</li> <li>Culturally sensitive</li> </ul> </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. Ability to travel by car or airplane independently as needed. Travel up to 30% of the time and work after hours if required by travel schedule or business issues. </p> <p> </p> <p><em><span style="font-weight: 400;"><br/></span></em></p> <img src="https://analytics.click2apply.net/v/PdM8dZUQR8nPfMNmTPnME"> <p>PI114673748</p>

Categories

Posted: 2019-10-18 Expires: 2019-11-18

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director Patient Services (Hub)

ACADIA Pharmaceuticals
San Diego, CA 92101

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast