Manager of Patient Services

About the role

The Company is seeking a Manager of Patient Services with strong people management skills, highly motivated, self-starter, and looking for a challenging career with a fast-growing company in the specialty pharmacy management services.

Responsibilities

• Leads assigned Specialty Liaison team, managing and directing activities essential to providing the highest quality experience for patients in specialty clinics
• Coaches and develops liaison team and instills Shields culture at health system partner site
• Provides consistent, timely and ongoing performance coaching, feedback, training, and development to liaison teams
• Maintains and supports the adoption and continuity of best practices
• Facilitates effective communication between liaison, Shields functional group, pharmacy, and clinic teams
• Meets or exceeds site operational targets surrounding 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 drives 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, workflow changes, and other growth initiatives
• Provides 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
• Works as an effective problem-solver within clinics and with support staff within the home office
• Identifies and assesses issues within a clinic and creates tangible action plans to improve performance
• Collaborates with the data analytics team and Patient Support Center to execute on identified opportunities
• 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 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
• Possess strong organizational skills is a must
• Has the 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
• Motivates and inspires
• Results orientation
• Relationship builder
• Collaborative, team player
• A passion to help people
• Drive to succeed
• Confidential

Qualifications

• 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

Skills

• People management skills
• Results orientation
• Service orientation
• Positive outlook
• High quality focus
• Forward planning
• Performance accountability
• Employee development
• Teamwork
• Problem-solving
• Communication
• Training
• Development
• Performance coaching
• Feedback
• Leadership
• Management
• Coaching
• Training
• Development
• Performance management
• Professional development
• Improvement initiatives
• Process improvement
• Optimization
• Subject matter expertise
• Collaboration
• Communication
• Documentation
• Data management
• Internet navigation
• Web-based platforms
• Data entry
• Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint)

Benefits

The actual salary will depend on experience, seniority, geographic location, and other factors permitted by law. California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy.

Pay

An employee in this position can expect a salary rate between $65,000 and $80,000 plus bonus pursuant to the terms of any bonus plan if applicable.

Schedule

Not specified