The Senior Manager of Patient Services is a key front-line manager supporting the Shields Health Solutions specialty pharmacy and medication adherence model. The manager provides day-to-day management for a team of pharmacy liaisons located in specialty clinics within hospital settings. In addition, the Senior Manager of Patient Services will provide guidance and mentoring to other Managers of Patient Services. This role is responsible for ensuring the adoption and continuity of best practices, achieving clinic and site level metrics, building relationships with health system stakeholders, providing ongoing support to the team, coordinating coverage, coaching, performance management and professional development of the Specialty Pharmacy Liaisons and Managers of Patient Services. In some cases, a Senior Manager of Patient Services will support other Managers at their hospital partner, and in other cases they may support Managers located at other sites.

This applicant should be results-oriented with a positive outlook, and a clear focus on high quality. A natural forward planner who critically assesses their own performance and the performance of others. Problem-solving skills and a continuous improvement mindset are important in this role. The ideal candidate should have front-line employee management experience with a background in pharmacy or healthcare. Applicant should be service-oriented, and results driven with a positive outlook and a clear focus on performance accountability and employee development. The applicant must be able to develop strong and trusting relationships and inspire and motivate a team.

Key Responsibilities:

• Leads assigned Specialty Liaison team, managing and directing activities essential to providing the highest quality experience for patients in specialty clinics
• Mentors and coaches assigned Manager of Patient Services team serving as first point of contact for inquires and problem solving
• Partners with Regional Leadership on growth initiatives for clinic and health system expansion
• Coach and develop liaison team and instill Shields culture at health system partner site
• Demonstrate a strong track record of maintaining and growing the specialty pharmacy's patient population. Project manage regional resources (national liaisons, operations associates, etc.) to execute improvement and growth efforts
• Ensures Specialty Liaison team accountability and the consistent use of best practices for execution of the following critical responsibilities: prior authorizations, patient financial assistance, medication refills, patient appointments, and patient outreach
• Provides consistent, timely and ongoing performance coaching, feedback, training, and development to liaisons
• Ensures coverage for Specialty Liaisons when absent from work
• Establishes credible, professional relationships within health system clinics with physicians, clinicians, and administrative support personnel
• Ensure 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
• Demonstrates an understanding of site financials and manages to site financial and operational metrics
• Meet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction & outcomes
• Provide performance updates to Shields leadership team
• Effective problem-solver who works through barriers for success within clinics and with the support staff
• 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
• Collaborate with regional leadership teams to implement strategic growth initiatives including new clinic launches, workflow changes, and other growth initiatives
• Other duties as assigned

Experience/ Education:

• Required Licensure/Certification: A National Certification as a CPhT and prior experience as a licensed pharmacy technician would be optimal in this role. Experience in a pharmacy or healthcare setting is required
• Bachelor's degree preferred with a minimum of 2 years supervisory/management experience or equivalent with Shields Health Solutions and 5+ years working in a healthcare or pharmacy environment with direct patient and clinician contact.
• Experience working within a retail, hospital or provider type 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
• This candidate will be able to quickly learn other programs and extract relevant information
• Possess strong organizational skills is a must
• Understand relevant company and site-specific metrics that drive patient and provider satisfaction and engagement in the SHS care model
• Ability to manage the performance of individuals against quantitative metrics without compromising clinical quality
• Has the ability to effectively train employees, lead by example and use motivational techniques to improve/maintain employee engagement
• Patient-centered, organized, high-integrity, motivational, attention to detail, dependable, quality focus, empathetic, good listener/communicator, a good teacher, able to lead a group of individuals
• Energetic, highly motivated, team player with excellent attention to detail; discretion and confidentiality essential as position deals with highly sensitive and private health information

Job Salary: An employee in this position can expect a salary rate between $110,000 and $140,000 plus bonus pursuant to the terms of any bonus plan if applicable. The actual salary will depend on experience, seniority, geographic location, and other factors permitted by law.

Solid computer skills are 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.