Patient Support Supervisor - Certified Pharmacy Technician, Prior Authorizations

Shields Health Solutions; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Shields Health Solutions is seeking a Patient Support Supervisor to lead a high-performing team within our Patient Support Center. This remote role supports the Northeast (EST).

You will drive performance, ensure timely medication access, and partner with hospital stakeholders to meet SLAs and improve workflows. Ideal candidates have pharmacy or healthcare operations background, strong leadership and analytics skills, and a track record of coaching front-line staff.

Qualifications

• Active Pharmacy Technician license/registration (state-specific).
• National certification (CPhT) required.
• 3+ years pharmacy technician experience (specialty pharmacy preferred).
• Prior leadership experience (formal or informal) strongly preferred.

Responsibilities

• Lead, coach, and manage a team of Patient Support Associates to ensure medication adherence, prior authorization completion, and financial assistance support.
• Provide ongoing performance management, training, and mentorship.
• Manage staffing, scheduling, PTO, and time reporting (ADP).
• Step in to support workload during peak or short-staffed periods.
• Partner with hospital/clinic stakeholders through regular meetings and collaboration calls.
• Maintain strong working relationships with pharmacy and clinical teams.
• Monitor and ensure achievement of service level metrics and quality standards.
• Conduct audits, oversee system workflows, and manage responsiveness to inquiries.
• Establish and optimize workflows between Patient Support, liaison teams, and clinical integration teams.
• Identify and implement operational improvements and best practices.
• Support data, analytics, contracting, and special projects.
• Provide troubleshooting, guidance, and issue resolution for team members and partners.
• Assist with hiring, onboarding, training coordination, and system access setup.
• Maintain confidentiality of sensitive patient and business data.

Skills

Leadership

Communication

Team development

Pharmacy operations

Education

High School Diploma or GED

Bachelor’s degree

Leadership/management training

Tools

Willow

QS1

RX30

Excel

Word

Job description

The ideal candidate is a results-driven self-starter who is passionate about patient care, team development, and operational excellence, with proven experience managing front-line employees and driving performance.

Patient Support Supervisor (Specialty Pharmacy)

Location: Remote – supporting Northeast (EST Zone)

About the Role

Shields Health Solutions is seeking a Patient Support Supervisor to lead a high-performing team within our Patient Support Center. This is an ideal opportunity for a motivated, service-oriented leader with a background in pharmacy or healthcare operations who thrives in a fast-paced, growth-focused environment.

The ideal candidate is a results-driven self-starter who is passionate about patient care, team development, and operational excellence, with proven experience managing front-line employees and driving performance.

Position Summary

The Patient Support Supervisor is a key leadership role responsible for overseeing daily operations of a Patient Support team and ensuring patients receive medications efficiently, accurately, and on time.

This role partners closely with internal teams and hospital stakeholders to:

• Meet service level agreements (SLAs)
• Ensure adoption of best practices
• Drive team performance, engagement, and development

Key Responsibilities

Team Leadership & Operations

• Lead, coach, and manage a team of Patient Support Associates to ensure medication adherence, prior authorization completion, and financial assistance support
• Provide ongoing performance management, training, and mentorship
• Manage staffing, scheduling, PTO, and time reporting (ADP)
• Step in to support workload during peak or short-staffed periods

Patient & Partner Coordination

• Ensure patients receive medications on time and without barriers
• Partner with hospital/clinic stakeholders through regular meetings and collaboration calls
• Maintain strong working relationships with pharmacy and clinical teams

Workflow & Performance Management

• Monitor and ensure achievement of service level metrics and quality standards
• Conduct audits, oversee system workflows, and manage responsiveness to incoming requests
• Establish and optimize workflows between Patient Support, liaison teams, and clinical integration teams

Process Improvement & Support

• Identify and implement operational improvements and best practices
• Support data, analytics, contracting, and special projects
• Provide troubleshooting, guidance, and issue resolution for team members and partners

Administrative & Coordination

• Assist with hiring, onboarding, training coordination, and system access setup
• Maintain confidentiality of sensitive patient and business data

Qualifications

Licensure & Experience

• Active Pharmacy Technician license/registration (state-specific)
• National certification (CPhT) required
• 3+ years pharmacy technician experience (specialty pharmacy preferred)
• Prior leadership experience (formal or informal) strongly preferred

Education

• High School Diploma or GED (required)
• Bachelor’s degree (preferred or in progress)
• Leadership/management training (preferred)

Skills & Competencies

• Strong leadership, communication, and team development skills
• Ability to influence, collaborate, and drive results across teams
• Solid operational and analytical skills; ability to identify trends and improve performance
• Proficiency in Microsoft Excel and Word (data analysis, reporting)
• Experience with pharmacy/EMR systems (Willow, QS1, RX30 preferred)
• Highly organized, detail-oriented, and patient-focused
• Ability to manage multiple priorities and maintain confidentiality

Additional Requirements

• Ability to lead both remote and on-site teams
• Willingness to travel up to 20% (if outside core locations)

Why Join Shields?

• Fast-growing leader in specialty pharmacy
• Mission-driven, patient-first culture
• Strong career growth and leadership development opportunities
• Collaborative and supportive environment

SEO Keywords

Patient Support Supervisor, Pharmacy Supervisor, Specialty Pharmacy, Pharmacy Technician Supervisor, Healthcare Operations, Patient Access, Prior Authorization, Medication Adherence, Care Coordination, Patient Support Center, Pharmacy Team Lead

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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.

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