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About the Role
The Manager of Patient Services is a key front-line manager supporting the Shields Health Solutions specialty pharmacy and medication adherence model. This role provides day-to-day management for a team of pharmacy liaisons located in specialty clinics within hospital settings, ensuring best practices, providing support, coordinating coverage, coaching, performance management, and professional development.
Responsibilities
- Leads assigned Specialty Liaison team, managing and directing activities essential to providing the highest quality patient experience in specialty clinics.
- Coaches and develops liaison team and instills Shields culture at health system partner sites.
- Provides consistent, timely, and ongoing performance coaching, feedback, training, and development to liaison teams.
- Facilitates effective communication between liaison, Shields functional group, pharmacy, and clinic teams.
- Meets or exceeds site operational targets for clinic service, growth, and patient satisfaction & outcomes.
- Proactively identifies and implements improvement initiatives at health system partners to drive growth and efficiency.
- Engages with Shields functional group leadership to ensure operational targets are met and drive growth and efficiency.
- Establishes credible relationships with stakeholders at health system partners, including clinic leadership and pharmacy teams up to Manager and Director levels.
- Ensures a high level of partner satisfaction by proactively communicating the value of Shields’ clinic operations team, addressing concerns responsively, and providing regular updates to clinic leadership.
- Collaborates with regional leadership teams to implement strategic growth initiatives, including new clinic launches and workflow changes.
- Provides performance updates to the Shields leadership team.
- Ensures Specialty Liaison team accountability and consistent use of best practices for prior authorizations, patient financial assistance, medication refills, patient appointments, and patient outreach.
- Ensures coverage for Specialty Liaisons when they are absent.
- Effectively solves problems and works through barriers for success within clinics and with home office support staff.
- Identifies clinic issues and works with their manager to create tangible action plans to improve performance and ensures timely implementation of improvement efforts.
- Collaboratively partners with the data analytics team and Patient Support Center to execute on identified opportunities.
- Identifies, assesses, and contributes to continuous process improvement and optimization initiatives.
- Provides subject matter expertise to hospitals and clinics within their span of control.
- Performs other duties as assigned.
Requirements
- Bachelor's degree or equivalent work experience required.
- Minimum of 2 years supervisory/management experience preferred.
- 5 years working in a healthcare or pharmacy environment with direct patient and clinician contact required.
- Experience working within a retail, hospital, or provider setting communicating with physicians, nurses, and other healthcare professionals (preferably in an outpatient or medical clinic setting) is a plus.
- Strong communication skills.
- Highly proficient in Microsoft Office, particularly Excel and Word.
- Ability to quickly learn other programs and extract relevant information.
- Possesses strong organizational skills.
- Ability to manage individual performance against quantitative metrics without compromising clinical quality.
- Patient-centered, organized, high-integrity, motivational, attention to detail, dependable, quality-focused, empathetic, good listener/communicator, a good teacher, able to lead a group.
- Energetic, highly motivated, team player with excellent attention to detail.
- Discretion and confidentiality essential as position deals with highly sensitive and private health information.
- Ability to effectively train employees, lead by example, and use motivational techniques to improve/maintain employee engagement.
- Motivates and inspires.
- Results orientation.
- Relationship builder.
- Collaborative, team player.
- A passion to help people.
- Drive to succeed.
- Confidential.
- Solid computer skills required, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint) for communication, documentation, and data management, as well as navigating the internet and web-based platforms.
- Data entry and computer skills will be evaluated through an assessment as part of the pre-employment process.
Skills
- People management
- Microsoft Office (Excel, Word, Outlook, Teams, PowerPoint)
- Data entry
- Performance management
- Employee development
- Communication
- Organizational skills
- Problem-solving
- Training
- Motivational techniques
Location
- Specialty clinics within hospital settings
Work Type
- Full-time
Experience Level
- 2 years supervisory/management experience preferred
- 5 years healthcare or pharmacy environment experience
Education Level
- Bachelor's degree or equivalent work experience
- National Certification as a CPhT (or equivalent) and prior experience as a licensed pharmacy technician would be optimal
Salary/Compensations
- $65,000 - $90,000 plus bonus
Benefits
- Bonus plan
About the Company
- Fast-growing company in the specialty pharmacy management services.
- Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
- Shields Health Solutions is committed to providing an inclusive hiring experience; if you need assistance or accommodation during the application or interview process, please email talentacquisition@shieldsrx.com.
Equal Opportunity
- Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.