Senior Director, Patient Support Service Operations & Solutions

Sr. Director, Patient Support Services Operations & Solutions

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 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 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 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:

• Bachelor's degree with 15+ years of experience in patient support services, program strategy, and healthcare operations within pharma/biotech.
• Equivalent combinations of education and relevant experience may be considered.

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%