Manager Patient ServicesThe 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. The manager is responsible for ensuring the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance management and professional development of the Specialty Liaisons
Key Responsibilities- Leads assigned Specialty Liaison team, managing and directing activities essential to providing the highest quality experience for patients in specialty clinics
- Coach and develop liaison team and instill Shields culture at health system partner site
- Provide consistent, timely and ongoing performance coaching, feedback, training, and development to liaison teams
- Facilitate effective communication between liaison, Shields functional group, pharmacy, and clinic teams
- Meet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction & outcomes
- Proactively identify and implement improvement initiatives at health system partners to drive growth and efficiency
- Engage with Shields functional group leadership to ensure operational targets are met and drive growth and efficiency
- Establish credible relationships with stakeholders at health system partners including clinic leadership and pharmacy teams up to Manager and Director levels
- 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
- Collaborate with regional leadership teams to implement strategic growth initiatives including new clinic launches, workflow changes, and other growth initiatives
- Provide performance updates to Shields leadership team
- 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
- Ensures coverage for Specialty Liaisons when absent from work
- Effective problem-solver who works through barriers for success within clinics and with the support staff within the home office
- Identifies issues within a clinic 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
- Other duties as assigned
Education & Experience- Bachelor's degree or equivalent work experience required with a minimum of 2 years supervisory/management experience preferred
- 5 years working in a healthcare or pharmacy environment with direct patient and clinician contact required
- National Certification as a CPhT (or equivalent) and prior experience as a licensed pharmacy technician would be optimal in this role
- 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
- Ability to manage the performance of individuals against quantitative metrics without compromising clinical quality
- 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
- Has the 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 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.
