Manager of Patient Services

We are seeking a highly motivated, results-oriented individual with strong people management skills for a challenging career in a fast-growing specialty pharmacy management services company. The ideal candidate is a self-starter with a positive outlook, a focus on high quality, and a natural ability to critically assess their own performance. This role requires front-line employee management experience, preferably in pharmacy or healthcare, with a service-oriented and motivational leadership style that emphasizes performance accountability and employee development.

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 the adoption and continuity of best practices, ongoing support, coaching, performance management, and professional development.

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 sites.
• Provide consistent, timely, and ongoing performance coaching, feedback, training, and development to liaison teams.
• Facilitate effective communication between liaisons, Shields functional groups, pharmacy, and clinic teams.
• Meet or exceed site operational targets surrounding clinic service, growth, patient satisfaction, and 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.
• Ensure Specialty Liaison team accountability and the consistent use of best practices for execution of critical responsibilities: prior authorizations, patient financial assistance, medication refills, patient appointments, and patient outreach.
• Ensure coverage for Specialty Liaisons when absent from work.
• Effectively problem-solve and work through barriers for success within clinics and with home office support staff.
• Identify issues within a clinic and work with management to create tangible action plans to improve performance, ensuring timely implementation of improvement efforts.
• Collaboratively partner with the data analytics team and Patient Support Center to execute on identified opportunities.
• Identify, assess, and contribute to continuous process improvement and optimization initiatives.
• Provide subject matter expertise to hospitals and clinics within their span of control.
• 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.
• National Certification as a CPhT (or equivalent) and prior experience as a licensed pharmacy technician is optimal.
• 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 and highly proficient in Microsoft Office, particularly Excel and Word.
• Ability to quickly learn other programs and extract relevant information.
• Strong organizational skills.
• Ability to manage the performance of individuals against quantitative metrics without compromising clinical quality.

Skills

• Patient-centered, organized, high-integrity, motivational, detail-oriented, dependable, quality-focused, empathetic.
• Strong listener and communicator; effective teacher and leader of individuals.
• Energetic, highly motivated, team player with excellent attention to detail.
• Discretion and confidentiality essential, as the 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.
• Results-oriented with strong relationship-building skills.
• Collaborative team player with a passion for helping people and a drive to succeed.
• Solid computer skills, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, PowerPoint) for communication, documentation, and data management, as well as navigating the internet and web-based platforms.

Pay

An employee in this position can expect a salary rate between $65,000 and $90,000 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.