Pharmacy Technician Outreach Manager

Position Overview

Shields is seeking a Patient Outreach Manager to lead the growth of the Shields Patient Outreach program and manage direct staff associated with this program. The role will grow towards P&L responsibilities and will be responsible for growing the base of new patients for Shields Health System partners through various channels and methods. This role will interface and partner with all Regional Vice Presidents (RVPs), Directors of Operations, Managed Pharmacy Services (MPS), and other key stakeholders.

Job Responsibilities

• Grow the number of new patients filling at a Shields Health System partner pharmacy
• Build the fundamental elements to move this role into a synthetic P&L (accurately tracking costs, revenue, and margin)
• Motivate, lead, and inspire direct reports and key stakeholders
• Identify new methods to bring patients on to Shields Service (expand current waterfall strategy, direct campaigns, new payor access, new drug access, MSOT opportunities, PA/FA renewal opportunities, QA, new clinic launches)
• Partner with supervisors to monitor and review performance KPIs across assigned portfolio, supporting achievement of enrollment, engagement, refill QA, and productivity targets
• Provide coaching and guidance to supervisors to support team performance and professional development
• Build out a full program that quickly launches into new Health System opportunities
• Solve complex business problems and navigate challenging business problems
• Partner with business analytics team to build out necessary analytics dashboards and reporting
• Partner with TRX team to build out necessary functionality to successfully manage the business operations
• Ensure every team member follows compliance standards and actively monitors compliance
• Create creative strategies to improve and iterate on patient engagement approach, including A/B testing to continuously improve patient messaging, value proposition highlighting, and overall call structure
• Collaborate with in-clinic resources, regional managers, and directors to optimize process, systems, messaging, and alignment strategies
• Craft compelling messages that share the Shields value story and engage patients through outbound calling programs
• Lead by example and demonstrate our core values. Foster and maintain a respectful, hardworking, winning culture. Protect Shields values by keeping information confidential

Necessary Skills

• Strong business acumen or a strong desire to grow business acumen
• Results-oriented with a positive outlook, and a clear focus on high quality
• Excellent interpersonal, team management, and leadership skills
• Well respected by peers and ability to build strong trusting relationships
• Ability to be a thought leader in how to grow the Centralized Outreach Program and Shields ability to enroll new patients into the Specialty Pharmacy Program
• Desire to lead, coach, and mentor others around you and hold passion for developing talent and coaching a team to success
• Efficient and compelling communicator able to effectively educate stakeholders on the value proposition of the Shields Specialty Pharmacy Program
• Strong communication skills, both verbal and written
• Experience reporting outcomes to regional stakeholders and operational leadership
• Experience building and executing coaching plans to improve performance
• Experience building and deploying workflows to launch new programs and/or partners