Senior Manager of Patient Services

At Shields, we pride ourselves on our culture of inclusion and kindness and the difference we make in patients lives every day. We are tremendously proud to be certified as a Great Place to Work four years in a row. In 2022, we were awarded US Fortune Best Workplaces in Health Care, Fortune Best Workplaces for Millennials & Fortune Best Workplaces for Women.Improving lives and elevating performance are at the heart of everything we do. Thats why more health system leaders trust Shields to elevate access, outcomes and growth within specialty pharmacy - delivering value throughout the entire health system. Leveraging our proven Shields Performance Platform - we deliver the financial results that health systems demand and the superior outcomes patients deserve. With the foremost leaders in specialty pharmacy on our team; proven success partnering with more than 70 health systems; and a vested interest in delivering measurable results - we are the partner health systems trust to transform their specialty pharmacy into a powerful growth engine and elevate performance where it matters most.The Company is seeking someone with strong people management skills and a positive outlook looking for a challenging career with a fast-growing company in the specialty pharmacy management services. 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 clinicsMentors and coaches assigned Manager of Patient Services team serving as first point of contact for inquires and problem solvingPartners with Regional Leadership on growth initiatives for clinic and health system expansionCoach and develop liaison team and instill Shields culture at health system partner siteDemonstrate a strong track record of maintaining and growing the specialty pharmacys patient population. Project manage regional resources (national liaisons, operations associates, etc.) to execute improvement and growth effortsEnsures 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 outreachProvides consistent, timely and ongoing performance coaching, feedback, training, and development to liaisonsEnsures coverage for Specialty Liaisons when absent from workEstablishes credible, professional relationships within health system clinics with physicians, clinicians, and administrative support personnelEnsure 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 leadershipDemonstrates an understanding of site financials and manages to site financial and operational metricsMeet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction & outcomesProvide performance updates to Shields leadership teamEffective problem-solver who works through barriers for success within clinics and with the support staffCollaboratively partners with the data analytics team and Patient Support Center to execute on identified opportunitiesIdentifies, assesses, and contributes to continuous process improvement and optimization initiativesCollaborate with regional leadership teams to implement strategic growth initiatives including new clinic launches, workflow changes, and other growth initiativesOther duties as assignedExperience/ 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 requiredBachelors 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 WordThis candidate will be able to quickly learn other programs and extract relevant informationPossess strong organizational skills is a mustUnderstand relevant company and site-specific metrics that drive patient and provider satisfaction and engagement in the SHS care modelAbility to manage the performance of individuals against quantitative metrics without compromising clinical qualityHas the ability to effectively train employees, lead by example and use motivational techniques to improve/maintain employee engagementPatient-centered, organized, high-integrity, motivational, attention to detail, dependable, quality focus, empathetic, good listener/communicator, a good teacher, able to lead a group of individualsEnergetic, highly motivated, team player with excellent attention to detail; discretion and confidentiality essential as position deals with highly sensitive and private health informationJob Salary: Range between $95,000 to $110,000.* In addition to offering annual bonus potential, salary determinations at the time of offer may vary based on multiple differentials including but not limited to:Specialized SkillsTrainingExperienceCertificationsEducationCalifornia residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy. 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.PDN-9d1d5d99-b951-49f2-bc45-56b384945f8e

Created: 2024-11-01