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Patient Services Manager
2 months ago
About the Role
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 Activities: Manage and direct the activities of the Specialty Liaison team to provide the highest quality experience for patients in specialty clinics.
- Coach and Develop Team Members: Coach and develop the liaison team to instill Shields culture at health system partner sites.
- Performance Management: Provide consistent, timely, and ongoing performance coaching, feedback, training, and development to liaison teams.
- Communication and Collaboration: Facilitate effective communication between liaison, Shields functional group, pharmacy, and clinic teams.
- Operational Targets: Meet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction & outcomes.
- Improvement Initiatives: Proactively identify and implement improvement initiatives at health system partners to drive growth and efficiency.
- Stakeholder Relationships: Establish credible relationships with stakeholders at health system partners, including clinic leadership and pharmacy teams up to Manager and Director levels.
- Partner Satisfaction: 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.
- Strategic Growth Initiatives: Collaborate with regional leadership teams to implement strategic growth initiatives, including new clinic launches, workflow changes, and other growth initiatives.
- Performance Updates: Provide performance updates to Shields leadership team.
- Accountability and Best Practices: 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.
- Coverage and Problem-Solving: Ensure coverage for Specialty Liaisons when absent from work and effectively problem-solve to work through barriers for success within clinics and with the support staff within the home office.
- Process Improvement: 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.
- Subject Matter Expertise: Provide subject matter expertise to hospitals and clinics within their span of control.
Requirements
- Education and Experience: Bachelor's degree or equivalent work experience required, with a minimum of 2 years supervisory/management experience preferred.
- Healthcare Experience: 5 years working in a healthcare or pharmacy environment with direct patient and clinician contact required.
- Certifications and Skills: National Certification as a CPhT (or equivalent) and prior experience as a licensed pharmacy technician would be optimal in this role.
- Communication and Organizational Skills: Strong communication skills, highly proficient in Microsoft Office, particularly Excel and Word, and the ability to quickly learn other programs and extract relevant information.
- Leadership and Team Management: 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.
- Confidentiality and Discretion: Energetic, highly motivated, team player with excellent attention to detail, discretion, and confidentiality essential as position deals with highly sensitive and private health information.
