Apply on Employer Site

Shields Health Solutions · 1 day ago

Patient Support Supervisor

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Shields Health Solutions is a fast-growing company in specialty pharmacy management services, seeking an experienced Patient Support Supervisor. This role involves leading a team of Patient Support Associates to ensure medication adherence and service level goals are met while providing coaching and performance management.

BiopharmaHealth CareMedicalPharmaceutical

Growth Opportunities

Responsibilities

Directly lead and manage a team of Patient Support Associates 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

Qualification

Pharmacy Technician CertificationOperational ManagementLeadership ExperienceMicrosoft ExcelPharmacy Dispensing SystemsEmployee TrainingCommunication SkillsTeam ManagementProject ManagementAttention to Detail

Required

Registered with the State of employment and also nationally certified as a CPhT

Commit to obtaining the required certification within a mutually agreed upon timeframe if certification needs to be obtained or updated

Required 3+ years of pharmacy technician experience

High School diploma / GED required

Strong communication presence with ability to influence without formal authority

Ability to make decisions and negotiate with more senior leaders that results in a mutual and positive outcome

Excellent leadership and interpersonal skills

Ability to effectively train and inspire Patient Support team leaders 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, motivational, attention to detail, dependable, quality focus, empathetic, good listener/communicator, a good teacher, able to lead a group of individuals

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

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 20% if needed to meet job requirements

Preferred

3-5+ years' experience preferred in Specialty Pharmacy

Bachelor's degree is preferred or actively working toward degree

Training on leadership/management theory and its practical applications in the workplace (on-line / classroom / self-study)

Strongly preferred 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)

Knowledge of the Willow, Qs1, and RX30 software system a plus