Manager of Patient Services

shieldshealthsolutions; Springfield (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Shields Health Solutions is seeking a Manager of Patient Services to lead a team of pharmacy liaisons in specialty clinics within hospital settings.

The role focuses on performance coaching, development, and ensuring adherence to best practices to improve patient outcomes and satisfaction. A background in pharmacy or healthcare and strong people skills are required.

Qualifications

• Bachelor's degree or equivalent work experience with supervisory/management experience preferred.
• 5 years in healthcare or pharmacy with patient and clinician contact.
• National Certification as a CPhT (or equivalent) and prior licensed pharmacy technician preferred.
• Experience in outpatient/medical clinic settings; ability to communicate with physicians and nurses.
• Strong Microsoft Office skills, especially Excel and Word.
• Highly organized with ability to manage performance against metrics while preserving clinical quality.

Responsibilities

• Lead assigned Specialty Liaison team and manage activities to provide highest quality patient experience in specialty clinics.
• Coach and develop liaison team and instill Shields culture at health system partner site.
• Provide ongoing performance coaching, feedback, training, and development to liaison teams.
• Facilitate effective communication between liaison, Shields group, pharmacy, and clinic teams.
• Meet or exceed site operational targets for service, growth, and patient satisfaction & outcomes.
• Identify and implement improvement initiatives to drive growth and efficiency at health system partners.
• Collaborate with data analytics and Patient Support Center to execute on opportunities.
• Ensure coverage for Specialty Liaisons when absent and maintain continuity.

Skills

Team management

Healthcare experience

Clinical communication

MS Office

Education

Bachelor's degree

CPhT certification

Tools

Excel

Word

Job description

Manager Patient Services

The Company is seeking someone with strong people 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 with a motivational style incorporating 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 Manager of Patient Services is a key front-line manager supporting the Shields Health Solutions specialty pharmacy and medication adherence model. The manager provides day-to-day management for a team of pharmacy liaisons located in specialty clinics within hospital settings. The manager is responsible for ensuring the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance management and professional development of the Specialty Liaisons.

Key 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 site.
• Provide consistent, timely and ongoing performance coaching, feedback, training, and development to liaison teams.
• Facilitate effective communication between liaison, Shields functional group, pharmacy, and clinic teams.
• Meet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction & 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.
• 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.
• Effective problem-solver who works through barriers for success within clinics and with the support staff within the home office.
• Identifies issues within a clinic and works with their manager to create tangible action plans to improve performance and ensures timely implementation of improvement efforts.
• 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.
• Provides subject matter expertise to hospitals and clinics within their span of control.
• Other duties as assigned.

Education & Experience

• 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.
• This candidate will be able to quickly learn other programs and extract relevant information.
• Possess strong organizational skills is a must.
• 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 informat.