Manager, Patient Services

RXinsider LTD.; City of Albany (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Shields Health Solutions is seeking a motivated and experienced people leader to join our growing specialty pharmacy organization. The Manager, Patient Services leads a team embedded within hospital and specialty clinics to support patient and provider needs.

The role emphasizes frontline leadership, operational excellence, and improving patient outcomes through staff development and cross-functional collaboration.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 5+ years of experience in a healthcare or pharmacy environment with direct interaction with patients and clinical staff.
• Strong people leadership experience, including coaching, performance management, and employee development.
• Excellent communication, organizational, and relationship-building skills.
• Proficiency in Microsoft Office, including Excel and Word.
• Ability to analyze performance metrics and drive results while maintaining a patient-centered approach.

Responsibilities

• Lead, mentor, and develop a team of Specialty Liaisons to deliver exceptional patient and provider support.
• Provide ongoing coaching, performance feedback, training, and professional development opportunities.
• Foster a culture of accountability, engagement, collaboration, and continuous improvement.
• Ensure adequate staffing and coverage across assigned clinics.
• Drive operational excellence and achievement of clinic, patient satisfaction, growth, and service goals.
• Monitor team performance and ensure consistent execution of key responsibilities (prior authorizations, patient financial assistance, medication refill coordination, appointment management, patient outreach).
• Identify performance gaps and implement action plans to improve outcomes and efficiency.
• Collaborate with Data Analytics and the Patient Support Center to optimize performance and patient care.
• Build and maintain strong relationships with health system leaders, clinic management, pharmacy teams, and other stakeholders.
• Communicate proactively with stakeholders, providing updates and ensuring high partner satisfaction.

Skills

People leadership

Coaching

Performance management

Relationship building

Communication

Analytics

Microsoft Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Shields Health Solutions is seeking a motivated and experienced people leader to join our growing specialty pharmacy organization. The Manager, Patient Services plays a critical role in supporting our specialty pharmacy and medication adherence programs by leading a team of Specialty Liaisons embedded within hospital and specialty clinic settings.

This role is ideal for a healthcare or pharmacy professional with frontline leadership experience who is passionate about developing employees, driving operational excellence, and improving patient outcomes. The successful candidate is a collaborative, results‑oriented leader who thrives in a fast‑paced environment and excels at building strong relationships with clinical and operational partners.

What You'll Do

Team Leadership & Development

• Lead, mentor, and develop a team of Specialty Liaisons to deliver exceptional patient and provider support.
• Provide ongoing coaching, performance feedback, training, and professional development opportunities.
• Foster a culture of accountability, engagement, collaboration, and continuous improvement.
• Ensure adequate staffing and coverage across assigned clinics.

Operations & Performance

• Drive operational excellence and achievement of clinic, patient satisfaction, growth, and service goals.
• Monitor team performance and ensure consistent execution of key Specialty Liaison responsibilities, including:
  • Prior authorizations
  • Patient financial assistance
  • Medication refill coordination
  • Appointment management
  • Patient outreach and engagement
• Identify performance gaps and implement action plans to improve outcomes and efficiency.
• Collaborate with cross-functional teams, including Data Analytics and the Patient Support Center, to optimize performance and patient care.

Partnership Management

• Build and maintain strong relationships with health system leaders, clinic management, pharmacy teams, and other stakeholders.
• Serve as a trusted operational partner and subject matter expert for assigned health system partners.
• Communicate proactively with stakeholders, providing updates, addressing concerns, and ensuring a high level of partner satisfaction.
• Support strategic growth initiatives, including new clinic implementations, workflow enhancements, and operational expansion efforts.

What You'll Bring

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 5+ years of experience in a healthcare or pharmacy environment with direct interaction with patients and clinical staff.
• Strong people leadership experience, including coaching, performance management, and employee development.
• Excellent communication, organizational, and relationship‑building skills.
• Proficiency in Microsoft Office, including Excel and Word.
• Ability to analyze performance metrics and drive results while maintaining a patient‑centered approach.

Preferred Qualifications

• 2+ years of supervisory or management experience.
• National Pharmacy Technician Certification (CPhT) or equivalent credentials.
• Previous experience as a licensed pharmacy technician.
• Experience working in retail pharmacy, hospital pharmacy, specialty pharmacy, or outpatient clinic settings.

Success Factors

• Passion for improving patient outcomes and experiences.
• Strong leadership and motivational skills.
• High integrity, professionalism, and accountability.
• Ability to build partnerships and influence across teams.
• Collaborative, adaptable, and results‑driven mindset.
• Commitment to maintaining confidentiality and handling sensitive patient information appropriately.

Compensation

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.

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

Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Shields Health Solutions is committed to providing an inclusive hiring experience; if you need assistance or accommodation during the application or interview process, please email [e-mail].