Family Support Educator - Michigan

Seeking talent near: Detroit, MI; Lansing, MI; Ann Arbor, MI; Grand Rapids, MI; Traverse City, MI

Position Summary:

As a Family Support Educator, you’ll play a vital role in empowering families affected by Rett syndrome. You’ll serve as a trusted resource and compassionate guide, providing expert, field-based education and support throughout the treatment journey. Acting as the dedicated point of contact for caregivers, you’ll answer on-label, clinical education questions and deliver clear, meaningful information about the disease state and therapy options.

In this role, you’ll engage directly with families, caregivers, and—when appropriate—healthcare professionals, fostering understanding and confidence every step of the way. Your mission is to help patients start and stay on therapy successfully, ensuring they receive the care and support they deserve. By building strong relationships and connecting with local communities, you’ll make a lasting impact on the lives of those navigating Rett syndrome.

Primary Responsibilities:

• Provide disease state, product, and ongoing therapy management education upon request,  in consumer friendly language to the Rett community, which may include patients, caregivers, and/or other care team members. Caregiver engagement may take place before, during, and after therapy initiation, through various formats, including in-person, telephonic, and/or virtual interactions.


• Determine individual needs of patients and caregivers, and serve as an ongoing resource to provide appropriate education and resources accordingly, throughout the various stages of the patient journey.


• Collaborates with and provides support for the entire assigned territory, which consists of multiple internal cross-functional partners (Marketing, Sales, Patient Access Team, Medical Affairs, Advocacy, and others), and may require coverage of multiple states. Supports and communicates educational opportunities with cross functional partners, as appropriate.


• Possess expert knowledge and provide insights to internal stakeholders including, but limited to, training leads, marketing partners, advocacy, medical and leadership, in an effort to develop tools and resources to address educational gaps, enhance disease state education, and therapy management strategies to patient families/caregivers.


• Demonstrate deep knowledge of disease state, product, and Acadia Customer Support Programs, such as Hub-related and Patient Assistance Programs, and ambassador speaker programs, etc.


• May moderate, lead and present caregiver speaker programs as needed, and attend community events within assigned territory.


• Provide in-service to physician offices reactively, to educate about the Family Support Educator role, patient support resources provided to caregivers, pre and post enrollment in the program, and foster a dialogue between caregivers and healthcare providers.


• Identify and execute on opportunities to provide leadership within the Family Support Educator team and with cross functional partners.


• May provide formal mentorship and/or development opportunities with new Family Support Educator team members, and/or 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.

Education/Experience/Skills:

• Bachelor’s degree required, with an emphasis in life sciences preferred. RN,MSN, MBA is a plus


• To qualify for Family Support Educator requires 5+ years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, Specialty Pharmacy.  At least 2 years of Patient Support, Education or Leadership experience (Patient Education, Patient Access, and/or Patient Engagement Leadership). 


• To qualify for Senior Family Support Educator requires 7+ years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, Specialty Pharmacy, with extensive experience and technical expertise associated with Patient Engagement.  At least 4 years of Patient Support, Education or Leadership experience (Patient Education, Patient Access, and/or Patient Engagement Leadership). 


• Rare Disease, Product Launch, Advocacy, Medicaid and Medicare expertise strongly preferred with a strong background and understanding of field environment in healthcare industry. 


• Equivalent combination of relevant education and applicable job experience may be considered.

Must possess:

• Rare Disease experience strongly preferred


• Experienced in patient/caregiver education strongly preferred


• Account Management experience preferred


• Advocacy experience preferred


• Strong background and understanding of field environment in healthcare industry


• 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


• 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


• Must possess 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.

Position Levels & Salary Ranges:

• Family Support Educator: $124,000-$155,000-requires 3-5 years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, Specialty Pharmacy.  At least 2 years of Patient Support, Education or Leadership experience (Patient Education, Patient Access, and/or Patient Engagement Leadership). 

• Sr. Family Support Educator: $136,000-170,000- requires 7+ years of relevant experience in Pharmaceutical Industry, Patient Access, National Accounts, Specialty Pharmacy, with extensive experience and technical expertise associated with Patient Engagement.  At least 4 years of Patient Support, Education or Leadership experience (Patient Education, Patient Access, and/or Patient Engagement

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.

#LI-SM1 #LI-REMOTE