Job Description

Patient Outreach Manager (Pharmacy Technician Manager)

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