Director, Family Support Educator

Position Summary:

The Director of Family Support Educator, Rare Disease (DFSE) provides strategic leadership and oversight to Family Support Educator (FSE) Leads and their teams. This role involves direct management of FSE Leads, along with indirect management of Family Support Educators (FSEs), who deliver expert, field-based patient education and support throughout the treatment journey for the Rett community. As a non-promotional role within Acadia, the DFSE reports directly to the Vice President of Patient Support Services, ensuring alignment with organizational goals and the highest standards of patient care.

Primary Responsibilities:

• Manage and develop the performance of FSE Leads and FSE team members; manage time among the team
• Lead execution of strategic and tactical patient education and One Acadia initiatives
• Monitor and manage compliance adherence
• Drive change/resolution of escalations, complaints, and/or communication issues for internal and external stakeholders
• Serve as the primary representative for FSE team with cross functional, collaborative partners, including but not limited to: leaders for Patient Support and Distribution, CIAO, Access and Reimbursement, Marketing, and Sales
• Work in collaboration with cross-functional partners to:
  • Review and assist with training and onboarding of new FSE LEAD and FSE team members
  • Manage the evolution of the FSE team as the business needs and market dynamics evolve
  • Develop and drive appropriate metrics and MBO plans to measure performance and communicate those metrics to internal stakeholders
  • Deliver results on key business goals, as set forth each quarter
  • Provide reporting, analytics, and insights, as appropriate, based on FSE data collection
  • Ensure exceptional customer experience, internally and externally, through strong collaboration and operational execution of initiatives, services, and processes
  • Participate in executive meetings, including but not limited to, commercial leadership team, executive leadership team, and/or other meetings, as appropriate, and assist with slide development and storyboarding for these meetings
  • Plan and prepare for national and regional commercial field meetings
  • Offer in-field coaching opportunities for FSE Leads and FSEs
  • Lead by example
• Conduct performance reviews and evaluations of FSE Leads, and ensure they are positioned to deliver these to their direct reports
  • Conduct performance reviews and evaluations of FSEs in Leads absence
• Recruit and hire new Lead FSEs and FSEs, as necessary to fill vacancies
• Mange the ongoing training, development, engagement, and culture of the entire FSE team

Education/Experience/Skills:

• Bachelor’s degree required, with 15 years of relevant experience in Patient Support Services, Access, National Accounts, Specialty Pharmacy, Nursing, or related fields. MBA is a plus.
• A minimum of 5 years in a leadership role within Patient Support Services, Market Access, Patient Education, National Accounts, Sales Management, Clinical Education, or Access Leadership.
• In-depth experience in account management and patient/caregiver education
• Strong background and understanding of field environment in healthcare industry
• Strong background and understanding of Rare Disease space
• Proficiency at creating and communicating a clear vision among team members
• Track record of increased responsibilities
• Strong history of successful cross-functional collaboration and leadership presence

Additional Skills:

• Exemplary interpersonal skills
• Must display a patient-centric mentality with a high degree of emotional intelligence and empathy
• Exceptional organizational and time management skills
• Understand HIPAA rules and regulations related to patient privacy
• Strong written and verbal communications, as well as presentation skills
• Ability to manage expenses within allocated budgets
• Adaptable and open to an environment of change
• Must be a fast learner, flexible, and able adjust quickly to Acadia’s rapid pace
• Cross-functional leadership:
  • Ability to lead internal teams to achieve common goals; internal teams including sales, case managers, and other commercial functions
  • Ability to lead external customers to achieve access for patients; external customers include physicians, nurses, and other health care professionals; public and commercial payers; specialty pharmacies
• Ability to independently identify access solutions and determine the appropriate plan for resolution
  • Lead and manage a cross-functional team in the resolution
  • Accountable for cross-functional communication internally (case manager, RBL, ABM, Access & Reimbursement) and externally among a diverse set of customers (physician, nurse, hub vendor, specialty pharmacy, patient)
• Strong background and understanding of field environment in healthcare industry
• Ability to travel up to 50%

Physical Requirements:

This role involves regular standing, walking, sitting, and the use of hands for handling or operating equipment. The employee may also need to reach, climb, balance, stoop, kneel, crouch, and maintain visual, verbal, and auditory communication both in a standard office environment and while working independently from remote locations. Employee must occasionally lift and/or move up to 20 pounds.  This position requires the ability to travel independently overnight and/or work after hours as required by travel schedule or business needs.

Ability to travel by car or airplane independently up to 80% of the time and work after hours if required by travel schedule or business issues.  Required to live within a reasonable distance to a major airport.