Pharmacy Patient Services Operations Supervisor

Supervisor of Patient Engagement

Location: Remote

Shields is seeking an experienced person who loves to work with and lead people, has strong management skills, and who is a highly motivated self-starter who is looking for a challenging career with a fast-growing company. Applicants should be results-oriented with a positive outlook and a clear focus on high quality. The ideal candidate should have front-line employee management experience with a background in pharmacy or healthcare and is a natural forward planner who critically assesses their own performance. Applicants should be service-oriented, motivated in their style, and have a clear focus on performance accountability and employee development.

A Supervisor of Patient Engagement is a key leadership position supporting the Engagement Center team reporting to the Director or Manager of Patient Engagement.  This position will provide day-to-day leadership for the Engagement Center and will be responsible for leading a team of Patient Engagement team members.  This person is primarily responsible for ensuring all responsible work of assigned sites/clinics is managed and ensuring service level metrics are reached in accordance with contract requirements. The Supervisor is responsible for the adoption of best practices, ongoing team support, coordinating coverage, providing coaching, performance management, and professional development of the team.

Key Responsibilities:

• Directly lead and manage a team of Patient Engagement team members to ensure timely and accurate refill support to assist patients in obtaining medication
• Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on time
• 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 members in supported systems to ensure efficient workflow
• Manage responsiveness to new requests in supported systems
• Provide front-line supervision and ongoing coaching and performance management to the Patient Engagement team
• Monitor and act on all forms of communication between the Patient Engagement 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
• Facilitate team meetings which include creating agendas, facilitating meetings, and following up
• Facilitate hospital management meetings which include calls from on-site managers to review 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 Engagement team members as requested by team members
• Review and address any concerns with the Patient Engagement team and hospital partners as needed
• Establish efficient workflows between the Patient Engagement team and liaison team via collaboration with clinical integration team and on-site managers
• Provide insight to various teams 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 and 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
• Reports to Director or Manager of Patient Engagement
• Support and coordinate after-hour coverage, including occasional weekends during high volume weeks

Required Licenses/Requirements:

We are seeking experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is required.

*If the candidate's state of residence does not have a state registration available, then the National certification is required at time of hire. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements. 

Experience/Education:

• Required 3+ years of pharmacy technician experience (3-5+ years' experience preferred in Specialty Pharmacy)
• Prior leadership experience is strongly preferred (i.e. Regional Team Lead or equivalent type of role or experience where you have led other team members even if they do not directly report to you)
• High school diploma or GED required
• Bachelor's degree is preferred or actively working toward degree
• Training in leadership/management theory and its practical applications in the workplace is preferred (on-line / classroom / self-study)

Skills:

• Strong communication presence with ability to influence without formal authority
• Ability to make decisions and negotiate with more senior leaders resulting in a mutual and positive outcome
• Excellent leadership and interpersonal skills
• Ability to effectively train and inspire Patient Engagement team 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, and dependable
• 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 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
• Willingness to travel up to once per quarter if needed to meet job requirements