Patient Outreach Manager (Pharmacy Technician Manager)
Position Overview:
Shields is searching for an exceptional operations leader that can partner with internal business stakeholders and regional leadership (RVPs, Directors of operations, MPS,). As Manager of Patient Outreach, you will be primarily responsible for growing the Shields Patient Outreach program as well as managing direct staff associated with this program. This role will grow towards having P&L responsibilities that align with the revenue and margin goals of the Shields regional organizations. This role will have the critical responsibility of growing the base of new patients for Shields Health system partners through various channels and methods.
In this role, you will interface and partner with all the RVPs and their leadership team members to ensure full alignment with goals and targets for new patient outreach strategies. You will have the opportunity to be service oriented and collaborate with the regional teams and develop new strategies to onboard patients onto the Shields service model.
This role will be responsible for solving complex business problems that include process workflow challenges, sourcing new patients (waterfall process, MSOT, QA, etc.), onboarding new patients, and prioritization of limited resources.
You will be responsible for growing the business by creating new ways to share the shields value story with patients and source of knowledge and best practices amongst the Patient Outreach team. In this role, you will be heavily focused on growing the Shields patient outreach initiatives. It is critical that the Manager of Patient Outreach Develop establish strong and credible relationships with the Outreach Coordinators and all the Shields support teams.
Remote role, up to 25% travel required, National Pharmacy Technician Certification REQUIRED.
Job responsibilities:
Grow the number of new patients filling at a Shields Health System partner pharmacy
Work towards building the fundamental elements to move this role into a synthetic P&L (i.e. ability to accurately track costs, track revenue, and track margin associated with this programs activities)
Motivate, lead, and inspire direct reports and key stakeholders
Identify new methods to bring patients on to Shields Service (to include, but not limited to expanding current waterfall strategy, direct campaigns, new payor access, new drug access, MSOT opportunities, PA/FA renewal opportunities, QA, new clinic launches)
Partner with supervisors to monitor and review performance KPIs across assigned portfolio, supporting achievement of enrollment, engagement, refill QA, and productivity targets
Provide coaching and guidance to supervisors to support team performance and professional development
Continue to build out a full program that quickly launches into new Health System opportunities
Ability to solve problems and navigate challenging business problems
Partner with business analytics team to build out necessary analytics dashboards and reporting
Partner with TRX team to build out necessary functionality to successfully manage the business operations.
Ensure every team member follows compliance standards and that these standards are carefully and actively monitored
Employ creative strategies to constantly improve and iterate on patient engagement approach, including A/B testing to continuously improve patient messaging, value proposition highlighting, and overall call structure
Collaborate with in-clinic resources, regional managers, and directors to optimize process, systems, messaging, and alignment strategies
Ability to craft compelling messages that share the Shields value story and engage patients through outbound calling programs
Lead by example and demonstrate our core values. Foster and maintain a respectful, hardworking, winning culture.
Protect Shields values by keeping information confidential
Necessary skills:
Strong business acumen or a strong desire to grow business acumen
Ability to interpret operational performance data and use insights to support team performance
Results-oriented with a positive outlook, and a clear focus on high quality
Excellent interpersonal, team management, and leadership skills
Well respected by peers and ability to build strong trusting relationships
Ability to be a thought leader in how to grow the Centralized Outreach Program and Shields ability to enroll new patients into the Specialty Pharmacy Program
Desire to lead, coach, and mentor others around you and hold passion for developing talent and coaching a team to success
Ability to create a high energy environment, ability to motivate others, and ability inspire others to new levels of success
An efficient and compelling communicator able to effectively educate stakeholders on the value proposition of the Shields Specialty Pharmacy Program
Strong communication skills, both verbal and written
Experience reporting outcomes to regional stakeholders and operational leadership
Experience building and executing coaching plans to improve performance
Experience building and deploying workflows to launch new programs and/or partners
Requirements/Preferred Qualifications:
Bachelor’s degree in business related field or equivalent experience preferred
Pharmacy Technician Certification (PTCB or ExCPT) required.
3+ years of progressive people leadership experience (or equivalent leadership depth demonstrated through performance outcomes)
Previous patient facing and/or patient engagement experience preferred
Specialty pharmacy or patient outreach experience preferred
Healthcare operations experience
Demonstrated experience coaching teams to measurable performance outcomes
Multi-site or regional oversight experience preferred
Experience leading cross-functional initiatives or mentoring emerging leaders preferred
Excellent written and spoken English
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Solid computer skills are required, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint) for communication, documentation, and data management, as well as, navigating the internet and web-based platforms. Data entry and computer skills will be evaluated through an assessment as part of the pre-employment process.
Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.