Senior Manager of Patient Services

Key Responsibilities

• Leads assigned Specialty Liaison team, managing and directing activities essential to providing the highest quality experience for patients in specialty clinics
• Mentors and coaches assigned Manager of Patient Services team serving as first point of contact for inquires and problem solving
• Partners with Regional Leadership on growth initiatives for clinic and health system expansion
• Coaches and develops liaison team and instills Shields culture at health system partner site
• Demonstrate a strong track record of maintaining and growing the specialty pharmacy’s patient population
• Project manage regional resources (national liaisons, operations associates, etc.) to execute improvement and growth efforts
• 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
• Provides consistent, timely and ongoing performance coaching, feedback, training, and development to liaisons
• Ensures coverage for Specialty Liaisons when absent from work
• Establishes credible, professional relationships within health system clinics with physicians, clinicians, and administrative support personnel
• 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
• Meets or exceeds site operational targets surrounding clinic service, growth, and patient satisfaction & outcomes
• Provides performance updates to Shields leadership team
• Effective problem-solver who works through barriers for success within clinics and with the support staff
• 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
• Collaborate with regional leadership teams to implement strategic growth initiatives including new clinic launches, workflow changes, and other growth initiatives

Requirements

• 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 required
• Bachelor's 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 Word
• Possess strong organizational skills is a must
• Understand relevant company and site-specific metrics that drive patient and provider satisfaction and engagement in the SHS care model
• Has the ability to effectively train employees, lead by example and use motivational techniques to improve/maintain employee engagement
• 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
• 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

Qualifications

• Data entry and computer skills will be evaluated through an assessment as part of the pre-employment process

Benefits

The actual salary will depend on experience, seniority, geographic location, and other factors permitted by law.

Pay

An employee in this position can expect a salary rate between $110,000 and $140,000 plus bonus pursuant to the terms of any bonus plan if applicable.

Schedule

N/A

Skills

• People management skills
• Positive outlook
• Results-oriented
• Problem-solving skills
• Continuous improvement mindset
• Front-line employee management experience
• Service-oriented
• Results-driven
• Service-oriented
• Results-driven
• Strong communication skills
• Highly proficient in Microsoft Office
• Possess strong organizational skills
• Understand relevant company and site-specific metrics
• Effectively train employees
• Lead by example
• Use motivational techniques
• Patient-centered
• Organized
• High-integrity
• Motivational
• Attention to detail
• Dependable
• Quality focus
• Empathetic
• Good listener/communicator
• Able to lead a group of individuals
• Energetic
• Highly motivated
• Team player
• Excellent attention to detail
• Discretion and confidentiality essential
• Solid computer skills