Patient Services Manager
1 week ago
We are seeking a highly motivated and experienced Patient Services Manager to join our team at Shields Health Solutions LLC. As a key member of our operations team, you will be responsible for leading a team of pharmacy liaisons and ensuring the adoption and continuity of best practices in specialty clinics.
Key Responsibilities:
- Lead and direct the activities of the pharmacy liaison team to provide exceptional patient experiences in specialty clinics.
- Coach and develop the liaison team to instill Shields culture at health system partner sites.
- Provide consistent, timely, and ongoing performance coaching, feedback, training, and development to the liaison team.
- Facilitate effective communication between the liaison team, Shields functional groups, pharmacy, and clinic teams.
- Meet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction and outcomes.
- Proactively identify and implement improvement initiatives at health system partners to drive growth and efficiency.
- Engage with Shields functional group leadership to ensure operational targets are met and drive growth and efficiency.
- Establish credible relationships with stakeholders at health system partners, including clinic leadership and pharmacy teams up to Manager and Director levels.
- Ensure a high level of partner satisfaction by proactively communicating the value of Shields clinic operations team, addressing concerns responsively, and providing regular updates to clinic leadership.
- Collaborate with regional leadership teams to implement strategic growth initiatives, including new clinic launches, workflow changes, and other growth initiatives.
- Provide performance updates to Shields leadership team.
- Ensure Specialty Liaison team accountability and the consistent use of best practices for execution of critical responsibilities, including prior authorizations, patient financial assistance, medication refills, patient appointments, and patient outreach.
- Ensure coverage for Specialty Liaisons when absent from work.
- Effectively problem-solve to work through barriers for success within clinics and with support staff within the home office.
- Identify issues within a clinic and work with their manager to create tangible action plans to improve performance and ensure timely implementation of improvement efforts.
- Collaborate with the data analytics team and Patient Support Center to execute on identified opportunities.
- Identify, assess, and contribute to continuous process improvement and optimization initiatives.
- Provide subject matter expertise to hospitals and clinics within their span of control.
- Other duties as assigned.
Requirements:
- Bachelor's degree or equivalent work experience required, with a minimum of 2 years supervisory/management experience preferred.
- 5 years working in a healthcare or pharmacy environment with direct patient and clinician contact required.
- National Certification as a CPhT (or equivalent) and prior experience as a licensed pharmacy technician would be optimal in this role.
- Experience working within a retail, hospital, or provider type setting, communicating with physicians, nurses, and other healthcare professionals (preferably in an outpatient or medical clinic setting) is a plus.
- Strong communication skills, highly proficient in Microsoft Office, particularly Excel and Word.
- This candidate will be able to quickly learn other programs and extract relevant information.
- Possess strong organizational skills.
- Ability to manage the performance of individuals against quantitative metrics without compromising clinical quality.
- 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.
- Energetic, highly motivated, team player with excellent attention to detail; discretion and confidentiality essential as position deals with highly sensitive and private health information.
- Has the ability to effectively train employees, lead by example, and use motivational techniques to improve/maintain employee engagement.
- Motivates and inspires.
- Results orientation.
- Relationship builder.
- Collaborative, team player.
- A passion to help people.
- Drive to succeed.
- Confidential.
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