Senior Director, Patient Support Service Operations & Solutions

Please note that this position is based in either San Diego CA or Princeton NJ. Acadias hybrid model requires this role to work in our office three days per week on average.

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 crosscompany 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 eservices 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

Team Leadership & Cross Functional Collaboration

• Build and lead a highperforming 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 bestinclass services
• Model a consistently constructive and solutionsoriented mindset approaching challenges with optimism resilience and a forwardlooking 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 decisionmaking 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 crossfunctional commercial leaders to surface obstacles cocreate solutions and enable consistent executionalways 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.

Other Key Areas of Focus:

• HUB Operations & Case Management
• Specialty Pharmacy Collaboration
• Affordability Programs (Copay PAP Bridge)
• Vendor Governance SLAs & KPI Oversight
• Access Marketing & Positioning
• Digital Enablement & Workflow Optimization
• Data & Analytics Dashboards & Reporting
• Pipeline Readiness & Lifecycle Support
• Cross-Functional Commercial Integration
• Budget Ownership & Financial Stewardship
• Continuous Improvement & Innovation

Education/Experience:

Key Candidate Skills:

• 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%

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