Pharmacy Patient Services Operations Manager

Manager 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.

The Manager of Patient Engagement is a key leadership position supporting the Shields Health Solutions Engagement Center team. This position will provide day-to-day leadership for a portion of the Engagement Center team and will be responsible for leading a team of supervisors and/or Engagement Center team members.  The leader is responsible for ensuring the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance managing, and professionally developing Supervisors of Patient Engagement, Regional Team Leads, and Patient Engagement team members.

Key Responsibilities:

• This role is responsible for overseeing daily operations related to patient medication refill administration and inbound pharmacy patient inquires
• Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurately)
• 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 Engagement workflow standardization and best practices to be implemented across the broader Patient Engagement team
• Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Engagement team training needs
• Actively participate with the 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., RTLs, Supervisors, etc.)
• Lead a team of 50+ employees focused on one site or multiple sites
• Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets
• Aid in developing monthly service level commentary/insights and action plans to support team monthly reporting cadence
• Work with leadership or Strategic Operations Team on any future Patient Engagement service offerings and/or strategic projects or solutions-oriented projects
• Work closely with leadership teams, project managers, and regional leaders to develop project plans to launch new health systems and/or clinics
• Responsible for actively managing all tasks associated with new clinic launches or new service offerings in the Patient Engagement team by ensuring teams are ready to launch on time (proper staffing forecasts, documented workflows, teams trained, and regional leaders updated on progress)
• Coach and mentor new/existing supervisors that need support in a variety of areas: performance management/GROW coaching conversations, interviewing, difficult conversations, overall team engagement strategies
• Work very closely with Supervisors, Regional Team Leads, and broader Patient Engagement team members to ensure they remain highly engaged in their role
• Partner with regional leaders (RDOs and/or MPS) to identify new opportunities to build strategies that improve overall service models and proactive identification of issues
• Proactively share results and service performance to MPS and RDO on supported sites and build a level of trust and accountability through information sharing
• Provide proactive and thoughtful insights related to performance reporting
• Ensure all reporting meets the needs of the business (work with leadership and other stakeholders to identify any new reporting needs and work with team on solutions to reporting needs)
• Collaborate with peers in other centralized services business units to ensure a full view of the region
• Travel as necessary to meet the needs of business requirements
• Other duties as assigned

Experience/Education:

• Bachelor’s degree is preferred or actively working toward degree (preference in business administration or health care related fields)
• 3-5+ years of leadership experience required (prefer experience with team sizes of greater than 30+ team members)
• 5+ years of pharmacy and/or health care and/or health payor experience preferred
• 3-5+ years of experience in a high-volume operational environment preferred (operations center, call center, contact center, or similar type of people oriented operational environment)

Skills:

• Strong communication presence with ability to influence without formal authority
• Ability to make decisions and negotiate with more senior leaders results in a mutual and positive outcome
• Excellent leadership and interpersonal skills
• Ability to effectively train and inspire Patient Engagement 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, 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
• 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 20% if needed to meet job requirements