Patient Support Manager (Healthcare Call Center Operations)

Patient Support Manager

Location:  Stoughton and Phoenix Area Preferred (other locations considered based on unique situations)

Shields Health Solutions is seeking an experienced person who loves to work with and lead people, strong management skills highly motivated, self-starter who is looking for a challenging career with a fast-growing company in the specialty pharmacy management services. This applicant should be results-oriented with a positive outlook, and a clear focus on high quality. A natural forward planner who critically assesses their own performance. The ideal candidate should have front-line employee management experience with a background in pharmacy or healthcare.  Applicant should be service-oriented, and results driven with a positive outlook, a motivational style and a clear focus on performance accountability and employee development. The applicant must be able to work as a member of a close-knit team.

The Patient Support Manager is a key leadership position supporting Shields Health Solutions Patient Support team. This position will provide day-to-day leadership for a significant portion of the Patient Support team and will be responsible to lead a team of supervisors and/or Patient Support team members.  The leader is responsible for ensuring the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance management and professional development of Patient Support Supervisors, Team Leads, Patient Support team members, and any other support team members.

Key Responsibilities:

• This role is responsible for overseeing daily operations related to patient medication refill administration, and inbound pharmacy patient inquires OR prior authorization and financial assistance support
• Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurate prior authorization and financial assistance support)
• Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing
• Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation
• Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues
• Work with key stakeholders to ensure that proper staffing plans are in place
• Actively manage Patient Support workflow standardization and best practices to be implemented across the broader Patient Support team
• Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Support team training needs
• Actively participate with talent acquisition team, Strategic Ops Team, and   leadership team to identify best in class methods to identify, recruit, and retain top talent
• Work with leadership to identify future leaders or promotional opportunities and assist in the identification and the development of future leaders within the division (Sr., Team Leads, Supervisors, etc.)
• Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets
• Provide assistance in developing monthly service level commentary/insights and action plans to support Patient Support team monthly reporting cadence
• Actively participates and leads efforts in the broader team interviewing, recruiting, and overall talent management process
• Work with leadership or Strategic Operations Team on any future Patient Support service offerings and/or strategic projects or solutions-oriented projects
• Work closely with leadership team, project managers, regional leaders to develop project plans to launch new health systems and/or clinics
• Responsible to actively manage all tasks associated with new clinic launches or new service offerings in the Patient Support team by ensuring teams are ready to launch on time by ensuring proper staffing forecasts are managed, documented workflows, teams trained, and ready, and regional leaders updated on progress
• Provide coaching/mentorship support for new/existing supervisors that need support on a variety of areas: