Patient Support Supervisor

Summary

Join Shields Health Solutions as a Patient Support Supervisor and lead a team dedicated to ensuring medication adherence and timely patient care. This remote West Coast-based position requires strong leadership and management skills within a specialty pharmacy setting. You will oversee a team of Patient Engagement Specialists, manage performance, and collaborate with hospital partners. The ideal candidate possesses extensive pharmacy technician experience, leadership skills, and a commitment to high-quality patient care. Shields offers a supportive and inclusive work environment, recognized as a Great Place to Work.

Requirements

• Be registered with the State of employment and also nationally certified as a CPhT
• Have 3+ years of pharmacy technician experience
• Have a High School diploma / GED

Responsibilities

• Directly lead and manage a team of Patient Engagement Specialist to ensure medication adherence through refill management OR timely and accurate prior authorization and financial assistance support to assist patients in obtaining medication
• Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on-time
• Lead and manage a Patient Support team to ensure all service level goals are met and patients receive the highest quality care
• Manage all aspects of ADP, Paid Time Off (PTO), and Time Reports for team members
• Complete audits of team in supported systems required to ensure efficient workflow
• Manage responsiveness to new request in supported systems
• Provide front-line supervision and ongoing coaching and performance management to Patient Support team
• Monitor and acting on all forms of communications between the Patient Support team and other clinical teams as needed
• Work with on-site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
• Patient Support team meetings: create agendas, run meeting, follow-up
• Hospital Management meeting: calls with on-site manager to review current status, identify areas for improvement, and areas of success
• Record keeping/notes of all collaboration calls and team meetings
• Provide guidance/assistance/troubleshooting in daily tasks for Patient Support team members as requested by team
• Review and address any concerns with Patient Support team, and hospital partners as needed
• Establish efficient workflows between the Patient Support team and liaison team via collaboration with clinical integration team and on-site managers
• Provide insight to various teams across company for growth and development opportunities as needed
• Work with various teams for special projects
• Report on hiring needs based on implementation roll outs
• Assist in interviewing, and onboarding new team members
• Coordinate access requests for new hires
• Coordinate training with Clinical Training Team
• Absorb overflow work in times of short staffing or excess workload
• Investigate research needed for data analytics team, contracting team as needed
• Manage on site pharmacy relations and workflows through some/all of the following: reversal of claims, delivery slips, coordination of care, phone calls
• Use discretion and maintain confidentiality of highly sensitive and private data
• Ability to lead, manage, and motivate team members that are in both remote working environments and/or at on-site Shields hub locations

Preferred Qualifications

• Have 3-5+ years’ experience in Specialty Pharmacy
• Have leadership experience (i.e. Team Lead or equivalent type role or experience where you have led other team members even if they do not directly report to you)
• Have a Bachelor’s degree or be actively working toward a degree
• Have Training on leadership/management theory and its practical applications in the workplace (on-line / classroom / self-study)
• Possess strong communication presence with ability to influence without formal authority
• Have the ability to make decisions and negotiate with more senior leaders that results in a mutual and positive outcome
• Possess excellent leadership and interpersonal skills
• Have the ability to effectively train and inspire Patient Support team leaders to be more independent
• Possess strong operational management skills and able to evaluate trends and identify opportunities for program improvement
• Have the ability to manage projects and see them through effective completion
• Be able to manage and prioritize workload while meeting deliverables and expectations
• Have the ability to effectively train employees, lead by example and use motivational techniques to improve/maintain employee engagement
• Be 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
• Have the ability to use discretion and maintain confidentiality of highly sensitive and private health information
• Possess strong communication skills, highly proficient in Microsoft Office particularly Excel and Word
• Possess strong phone skills
• Have 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
• Be proficient in excel using basic formulas, data manipulation, graph creation, and other moderately advanced excel skills
• Possess strong organizational skills
• Be willing to travel up to 20% if needed to meet job requirements

Benefits

Paid Time Off (PTO)