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Senior Flex Family Access Manager

acadiapharmaceuticals · 26 days ago
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The Flex Family Access Manager (FAM) provides expert field-based access and reimbursement support, ensuring seamless service for healthcare providers (HCPs) and Rett families regarding Daybue access  This role covers open territories, serving as a dedicated contact for access-related inquiries in assigned geographic areas.   .  The Flex FAM ensures continuity of support for patient families, HCP accounts, and internal stakeholders, acting as a crucial liaison among HCPs, patient families, hub/specialty pharmacy, and payers.

As a subject matter expert, the Flex FAM supports other Acadia Commercial, Medical and Advocacy team members. The role involves continuous  development and evolution of the FAM organization and Patient Support Services.   It is a non-demand generation role requiring flexibility to relocate within the U.S. as business needs dictate, with interim coverage periods ranging from 1 to 6 months.   The role can be located anywhere in the U.S., preferably near a major airport.

Additionally, the Flex FAM collaborates with the Commercial Field Trainer, Director of Access Operations, and National FAM Director to support the development, maintenance, and implementation of field-based training programs.  These programs span the Learning Continuum, from onboarding new hires to ongoing education for the Family Access team.

The Flex FAM supports the content development, maintaining and implementing field-based training continuum for the Family Access team, in partnership with the Commercial Field Trainer, Director of Access Operations and the National FAM Director. Training programs the this role supports will span the Learning Continuum from onboarding new hires to ongoing learning for members of the Family Access organization.

Primary Responsibilities:

  • Subject matter expert in preventing and addressing access and reimbursement issues through education and problem-solving
  • Educate healthcare providers and patient families on navigating the patient access process
  • Proactively work with assigned Center of Excellence (COE) and HCP accounts to build and maintain Trofinetide access related knowledge
  • Work seamlessly and in coordination with Acadia customer support services, hub/specialty pharmacy, and other field teams while supporting patient access
  • Escalate local payer issues to Family Access leadership
  • Condense complex issues into simple solutions by working with cross-functional peers to improve the customer experience, educate providers on access and reimbursement requirements, coverage status, and payer appeals requirements, processes and timelines
  • Demonstrate deep knowledge of Acadia Customer Support Programs and serve as the expert in assigned territory
  • Provide in-service to COE and community physician offices on all aspects of the prescription process including but not limited to; prior authorization requirements, hub/specialty pharmacy process and patient family resources
  • Communicate with patient families and Care Givers, to help navigate and clarify access questions
  • Provide expertise on region specific plans, local Medicaid plans and challenging national plans to FAM team members and commercial partners in tandem with FAM leadership
  • Serve as subject matter expert driving partnership opportunities, problem solving solutions and implementation of strategic initiative
  • Identify and execute on opportunities to provide leadership within the FAM team and cross functionally
  • Provide formal mentorship with new FAM team members
  • Provide informal mentorship and development opportunities to cross functional colleagues interested in Patient Support Services
  • Identify training and development opportunities related to Patient Support Services and the broader organization
  • Ensures that all actions, both internally and externally working on Acadia’s behalf are in compliance with all laws regulations, policies and demonstrates Acadia values


Bachelor’s degree and 7 years of relevant experience in Pharmaceutical Sales, Access, National Accounts, Specialty Pharmacy, Nursing, etc., with extensive experience and technical expertise associated with access and reimbursement; MBA is a plus. A minimum of 3 years of experience and expertise in Learning & Development positions at a national level. Rare Disease, Product Launch, Advocacy, Medicaid and Medicare expertise strongly preferred with a strong background and understanding of field environment in healthcare industry.  2 years of Access or Leadership experience (Market Access, Patient Access, National Accounts, Sales Management and/or Access Leadership.  Equivalent combination of relevant education and applicable job experience may be considered.

  • Medicaid expertise strongly preferred Product Launch experience strongly preferred
  • Rare Disease experience strongly preferred
  • Proven ability in creating effective learning & development materials.
  • Proven application of adult learning principles
  • Strong interpersonal and written communication skills
  • Excellent facilitation skills in small and large groups
  • Self-motivated and accountable to meet deadlines with minimal supervision.
  • History of intellectual curiosity
  • Strong project management experience
  • Account Management experience preferred
  • Advocacy experience preferred
  • Strong background and understanding of field environment in healthcare industry
  • Track record of increased responsibilities
  • Strong history of successful cross functional collaboration
  • Demonstrated success in leading without authority
  • Experience working with provider offices such as a physician practice, patient assistance programs, or similar pharmaceutical support program strongly preferred
  • Exemplary interpersonal skills
  • Must display a patient-centric mentality with a high degree of emotional intelligence and empathy
  • Empathetic listening skills in order to interact effectively with customers
  • 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
  • Excellent computer skills, including knowledge of Microsoft Office products including Outlook, Excel, Word and Power Point
  • Ability to manage expenses within allocated budgets
  • Adaptable and open to an environment of change
  • Must be a fast learner, flexible, able to work independently, and able adjust
  • Strong enthusiasm with a drive to succeed within a team
  • Ability to travel up to 70%, depending on territory
  • Employee must be able to meet all additional local, state, and federal vaccination requirements for conducting in-person field coaching days, customer visits, admittance into local Community HCP Offices, as well as for attendance at Medical Congresses and Local Conferences for in person participation and exhibiting.

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 up to 70% of the time and work after hours if required by travel schedule or business issues.  This position is geographically based.


What we offer you (US-Based Employees):

  • Competitive base, bonus, new hire and ongoing equity packages
  • Medical, dental, and vision insurance
  • 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
  • 14 paid holidays plus one floating holiday of your choice, including office closure between December 24th and January 1st
  • 10 days of paid sick time
  • Paid parental leave
  • Tuition assistance

EEO Statement (US-Based Employees): Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications in the exact way they are described in job postings. We are committed to building a diverse, equitable, inclusive, and innovative company and we are looking for the BEST candidate for the job. That candidate may be one who comes from a less traditional background or may meet the qualifications in a different way. We would strongly encourage you to apply – especially if the reason you are the best candidate isn’t exactly as we describe it here.

It is the policy of Acadia to provide equal employment opportunities to all employees and employment applicants without regard to considerations of race, including related to hairstyle, color, religion or religious creed, sexual orientation, gender, gender identity, gender expression, gender transition, country of origin, ancestry, citizenship, age, physical or mental disability, genetic information, legally-protected medical condition or information, marital status, domestic partner status, family care status, military caregiver status, veteran or military status (including reserve status, National Guard status, and military service or obligation), status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, or any basis protected under federal, state or local law.

As an equal opportunity employer, Acadia is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation. Furthermore, you may request additional support if you are unable or limited in your ability to use or access Acadia’s career website due to your disability, along with any accommodations throughout the interview process. To request or inquire about your reasonable accommodation, please complete our Reasonable Accommodation Request Form or contact us at or 858-261-2923.

Please note that reasonable accommodations granted throughout the recruiting process are not guaranteed to be the same accommodation given if hired. A new request will need to be submitted for any ADA accommodations after starting employment.

Notice for California Applicants: Please see our California Applicant Privacy Notice within our Privacy Policy.

Notice to Search Firms/Third-Party Recruitment Agencies (Recruiters): The Talent Acquisition team manages the recruitment and employment process for Acadia Pharmaceuticals Inc. (“Acadia”). Acadia does not accept resumes from recruiters or search firms without an executed search agreement in place. Resumes sent to Acadia employees in absence of an executed search agreement will not obligate Acadia in any way with the respect to the future employment of those individuals or potential remuneration to any recruiter or search firm. Candidates should never be submitted directly to our hiring managers or employees.

Last updated on Jun 27, 2024

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