Supervisor, Patient Engagement

Responsibilities

• Directly lead and manage a team of Patient Engagement team members to ensure timely and accurate refill support to assist patients in obtaining medication
• Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on time
• 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 members in supported systems to ensure efficient workflow
• Manage responsiveness to new requests in supported systems
• Provide front-line supervision and ongoing coaching and performance management to the Patient Engagement team
• Monitor and act on all forms of communication between the Patient Engagement 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
• Facilitate team meetings which include creating agendas, facilitating meetings, and following up
• Facilitate hospital management meetings which include calls from on-site managers to review 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 Engagement team members as requested by team members
• Review and address any concerns with the Patient Engagement team and hospital partners as needed
• Establish efficient workflows between the Patient Engagement team and liaison team via collaboration with clinical integration team and on-site managers
• Provide insight to various teams 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 and 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
• Reports to Director or Manager of Patient Engagement
• Support and coordinate after-hour coverage, including occasional weekends during high volume weeks

Requirements

• Required 3+ years of pharmacy technician experience (3-5+ years’ experience preferred in Specialty Pharmacy)
• Prior leadership experience is strongly preferred (i.e., Regional Team Lead or equivalent type of role or experience where you have led other team members even if they do not directly report to you)
• High school diploma or GED required
• Bachelor’s degree is preferred or actively working toward degree
• Training in leadership/management theory and its practical applications in the workplace is preferred (on-line / classroom / self-study)