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. We are looking for a strong management professional who is highly motivated and a self-starter, ready to embrace a challenging career with a fast-growing company in specialty pharmacy management services. The ideal candidate should be results-oriented with a positive outlook and a clear focus on high quality. The Patient Support Manager is a key leadership position supporting the Shields Health Solutions Patient Support team. This role will provide day-to-day leadership for a significant portion of the Patient Support team and will be responsible for leading a team of supervisors and/or Patient Support team members. Key Responsibilities:

• Oversee daily operations related to patient medication refill administration and inbound pharmacy patient inquiries or prior authorization and financial assistance support.
• Ensure all patient care needs are completed on-time, including 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 build action plans for resolution.
• Proactively identify potential issues or opportunities for improvement and build plans to resolve or mitigate those issues.
• Work with key stakeholders to ensure proper staffing plans are in place.
• Manage Patient Support workflow standardization and best practices across the broader Patient Support team.
• Participate with talent acquisition and leadership teams to identify best practices for recruiting and retaining top talent.
• Assist in developing monthly service level commentary and action plans to support Patient Support team reporting.
• Travel as necessary to meet business requirements.

Experience/Requirements:

• Bachelor’s Degree or similar education highly preferred (prefer in business administration or health care related fields).
• 3-5+ years of people leadership experience required.
• 5+ years of pharmacy and/or health care experience preferred.
• 3-5+ years of experience in a high-volume operational environment preferred.

Skills:

• Strong communication presence with the ability to influence without formal authority.
• Excellent leadership and interpersonal skills.
• Ability to effectively train and inspire Patient Support team leaders.
• Strong operational management skills.
• Ability to manage projects and see them through to completion.

Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Apply tot his job Apply To this Job