Patient Support Manager

Location:  Stoughton and Phoenix Area Preferred (other locations considered based on unique situations)

Shields Health Solutions is seeking an experienced person who loves to work with and lead people, strong management skills highly motivated, self-starter who is looking for a challenging career with a fast-growing company in the specialty pharmacy management services. 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. 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, a motivational style and a clear focus on performance accountability and employee development. The applicant must be able to work as a member of a close-knit team.

The Patient Support Manager is a key leadership position supporting Shields Health Solutions Patient Support team. This position will provide day-to-day leadership for a significant portion of the Patient Support team and will be responsible to lead a team of supervisors and/or Patient Support team members.  The leader is responsible for ensuring the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance management and professional development of Patient Support Supervisors, Team Leads, Patient Support team members, and any other support team members.

Key Responsibilities:

• This role is responsible for overseeing daily operations related to patient medication refill administration, and inbound pharmacy patient inquires OR prior authorization and financial assistance support
• Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurate prior authorization and financial assistance support)
• Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing
• Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation
• Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues
• Work with key stakeholders to ensure that proper staffing plans are in place
• Actively manage Patient Support workflow standardization and best practices to be implemented across the broader Patient Support team
• Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Support team training needs
• Actively participate with talent acquisition team, Strategic Ops Team, and   leadership team to identify best in class methods to identify, recruit, and retain top talent
• Work with leadership to identify future leaders or promotional opportunities and assist in the identification and the development of future leaders within the division (Sr., Team Leads, Supervisors, etc.)
• Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets
• Provide assistance in developing monthly service level commentary/insights and action plans to support Patient Support team monthly reporting cadence
• Actively participates and leads efforts in the broader team interviewing, recruiting, and overall talent management process
• Work with leadership or Strategic Operations Team on any future Patient Support service offerings and/or strategic projects or solutions-oriented projects
• Work closely with leadership team, project managers, regional leaders to develop project plans to launch new health systems and/or clinics
• Responsible to actively manage all tasks associated with new clinic launches or new service offerings in the Patient Support team by ensuring teams are ready to launch on time by ensuring proper staffing forecasts are managed, documented workflows, teams trained, and ready, and regional leaders updated on progress
• Provide coaching/mentorship support for new/existing supervisors that need support on a variety of areas:  Performance Management/GROW coaching conversations, Interviewing, difficult conversations, overall team engagement strategies.
• Work very closely with Supervisors, Team Leads, and broader Patient Support team members ensuring they remain highly engaged in their role and maintains an industry leading team member engagement.
• Partner with regional leaders (RDCOs and/or MPS) to identify new opportunities to build strategies that improve overall service model and proactive identification of issues
• Proactively share results and service performance to MPS and RDCO on supported sites and build a level of trust and accountability through the sharing of this information
• Provide proactive and thoughtful insights related to performance reporting
• Ensure all reporting meets the needs of the business.   Work with leadership and other stakeholders to identify any new reporting needs and work with team on solutions to reporting needs.
• Other duties as assigned
• Travel as necessary to meet the needs of business requirements

Experience/Requirements:

• Bachelor’s Degree or similar education highly preferred (prefer in business administration or health care related fields)
• 3-5+ years of people leadership experience required (prefer experience with team sizes of greater than 30+ team members)
• 5+ years of pharmacy and/or health care and/or health payor experience preferred
• 3-5+ years of experience in a high-volume operational environment preferred (operations center, call center, contact center, or similar type of people oriented operational environment)
• Internal Shields candidates: Prefer varied experiences at Shields Health Solutions (examples could include any of the following roles: Patient Support roles, Centralized Outreach roles, liaison roles, project management roles, Strategic Operations, or other regional/corporate support roles)

Skills:

• Strong communication presence with ability to influence without formal authority
• Ability to make decisions and negotiate with more senior leaders that results in a mutual and positive outcome
• Excellent leadership and interpersonal skills
• Ability to effectively train and inspire Patient Support team leaders to be more independent
• Strong operational management skills and able to evaluate trends and identify opportunities for program improvement
• Ability to manage projects and see them through effective completion
• Manage and prioritize workload while meeting deliverables and expectations
• 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
• Ability to use discretion and maintain confidentiality of highly sensitive and private health information
• Strong communication skills, highly proficient in Microsoft Office particularly Excel and Word
• Strong phone skills
• Knowledge and skills using Pharmacy dispensing or EMR systems (knowledge of the Willow, Qs1, and RX30 software system a plus) and able to identify relevant information with a focus on quality is also desirable.
• Proficient in excel using basic formulas, data manipulation, graph creation, and other moderately advanced excel skills
• Possess strong organizational skills
• Remote positions not in a Shields core location (Stoughton, Phoenix): Willingness to travel up to 20% if needed to meet job requirements