Job Description

Operations Associate - Engagement

Location: Remote

The Operations Associate is an integral part of the Shields Health Solutions’ operations team. This individual will support the Engagement Center and their health system partners and work directly with the Engagement Center leaders, internal partners, and regional leadership to support day-to-day operations, growth and expansion initiatives, and new site implementations.

The ideal candidate should have a strong interest in operations. Applicants should be analytically oriented, results driven, and be able to work as a member of a close-knit team.

Key Responsibilities:

• Support the Engagement Center Operations team with day-to-day operations, new site implementations, and other strategic initiatives
• Organize and maintain required documentation to enable operational success, including workflows, action plans, staffing rosters, KPI reports, and other operational planning tools
• Assist the Operations team with leadership onboarding, surrounding training and access
• Support the leadership team with workflow organization and recommendations for optimizing efficiency
• Participate in the auditing process, including monitoring audit processes and providing feedback to site leaders
• Assist with new site or product implementations, project planning, and troubleshoot barriers/growth opportunities
• Compile, monitor, and present key metrics and KPIs to improve operational and financial performance, including but not limited to:
  • Discontinuation/overdue/postponement refill trends
  • Daily refill report/management
  • Time allocations
  • Productivity reports
  • KPI summaries
  • Individual site action plans
  • Dialpad service level reports
  • Inbound team reports
  • Monthly audit summaries
  • Site/clinic support trackers
  • Ad hoc requests as requested
• Oversee software/general platform issue resolution
• Help plan and coordinate internal Shields’ team building events and activities
• Contribute and own special projects supporting engagement efforts across the department
• Maintain department’s SharePoint and other departmental tools
• Assist with other tasks as needed

Experience/Education:

• Bachelor’s Degree preferred
• 1-2+ years of relevant work experience
• PTCB certification or equivalent highly preferred
• Strong organizational skills and attention to detail
• Excellent verbal and written communication
• Experience with Microsoft Outlook, Word, Excel, PowerPoint, Smartsheet and other project management tools
• Excel experience required
• Experience with Tableau or other reporting tools
• Collaborative team player
• Ability to multitask in a fast-paced environment
• Ability to travel up to once per quarter if needed to meet job requirements

Skills / Goals:

• Data Management: Uses available data to guide day-to-day operations, applying strong critical thinking skills to interpret trends and identify root causes. Selects relevant data, maintains reliable reports, and clearly communicates actionable insights. Supports dashboard enhancements, simplifies documentation, and recommends process improvements based on thoughtful analysis. Develops into a subject matter expert on Engagement Center data, leveraging data-driven thinking to boost efficiency and support team goals.
• Team Support: Provides active team support by monitoring productivity and real-time communications to quickly identify and resolve issues. Prepares reports, tracks site efficiency, and keeps leadership informed of performance trends and opportunities. Responds promptly to requests from leadership and consistently goes the extra mile to provide support. Applies strong critical thinking to evaluate processes, identify opportunities to simplify workflows, and ensure solutions are practical and not overly complex for the Engagement Center team. Actively contributes to special projects and departmental initiatives, supporting engagement efforts and making meaningful improvements across the team.
• Collaboration and Coordination: Maintains strong communication with Engagement Center leadership to proactively address and resolve issues. Partners with leadership to organize workflows and recommend process improvements, while also contributing to audit activities by monitoring processes and offering actionable feedback to leaders. Supports hiring efforts through participation in interviews and staffing activities when needed. Builds trusted, collaborative relationships that position them as a go-to resource across the department. Effectively coordinates problem resolution while fostering a friendly, approachable presence and consistently expanding their internal network.
• Reporting and Ownership: Consistently demonstrates accountability, initiative, and a strong sense of ownership, with a high level of attention to detail and strong organizational skills. Delivers quality work, communicates professionally, and follows through with minimal oversight. As responsibilities expand, actively leads efforts, pursues stretch assignments, and drives continuous improvement through proactive ideas and cross-functional partnership.