Specialty Operations Manager

At Shields Health Solutions, we pride ourselves on our culture of inclusion, kindness, acceptance, and the difference we make in patients' lives every day. We are tremendously proud to consistently be certified as a ‘Great Place to Work’ several years in a row; we’ve been recognized as a Fortunes Best Workplaces in Healthcare™, Millennials™, and Women™; and a Becker’s Healthcare Top 150 Workplace.

Patients are at the heart of everything we do. We are committed to improving lives by ensuring seamless access to specialty medications, better health outcomes, and an enhanced care experience. That’s why more health system leaders trust us to deliver personalized support and comprehensive solutions that make specialty pharmacy more accessible for the patients who need it most. Through our proven Shields Performance Platform, we help drive the financial sustainability of health systems while prioritizing best-in-class outcomes that patients deserve. With a team of leaders in specialty pharmacy, a track record of success partnering with over 80 health systems, and an unwavering dedication to measurable results, we empower health systems to transform their specialty pharmacy into a driver of growth—ensuring every patient receives the best possible care.

As Shields Health Solutions continues to experience rapid growth and expand our partnerships with leading health systems across the country, we’re actively hiring to support our mission. Our expanding footprint means more opportunities to make a meaningful impact in patients’ lives—so we’re looking for passionate, driven individuals to join our team and continue to grow with us. 

Manager of Patient Services

The Company is seeking someone with strong people management skills highly motivated, self-starter who is looking for a challenging career with a fast-growing company in the specialty pharmacy management services. This applicant should be results-oriented with a positive outlook, and a clear focus on high quality. A natural forward planner who critically assesses their own performance. The ideal candidate should have front-line employee management experience with a background in pharmacy or healthcare.  Applicant should be service-oriented with a motivational style incorporating a clear focus on performance accountability and employee development. The applicant must be able to work as a member of a close-knit team.

The Manager of Patient Services is a key front-line manager supporting the Shields Health Solutions specialty pharmacy and medication adherence model.  The manager provides day-to-day management for a team of pharmacy liaisons located in specialty clinics within hospital settings.  The manager is responsible for ensuring the adoption and continuity of best practices, providing ongoing support, coordinating coverage, coaching, performance management and professional development of the Specialty Liaisons

Key Responsibilities

• Leads assigned Specialty Liaison team, managing and directing activities essential to providing the highest quality experience for patients in specialty clinics
• Coach and develop liaison team and instill Shields culture at health system partner site
• Provide consistent, timely and ongoing performance coaching, feedback, training, and development to liaison teams
• Facilitate effective communication between liaison, Shields functional group, pharmacy, and clinic teams
• Meet or exceed site operational targets surrounding clinic service, growth, and patient satisfaction & outcomes
• Proactively identify and implement improvement initiatives at health system partners to drive growth and efficiency
• Engage with Shields functional group leadership to ensure operational targets are met and drive growth and efficiency
• Establish credible relationships with stakeholders at health system partners including clinic leadership and pharmacy teams up to Manager and Director levels
• Ensure a high level of partner satisfaction by proactively communicating the value of Shields’ clinic operations team, addressing concerns responsively, and providing regular updates to clinic leadership
• Collaborate with regional leadership teams to implement strategic growth initiatives including new clinic launches, workflow changes, and other growth initiatives
• Provide performance updates to Shields leadership team
• Ensures Specialty Liaison team accountability and the consistent use of best practices for execution of the following critical responsibilities: prior authorizations, patient financial assistance, medication refills, patient appointments, and patient outreach
• Ensures coverage for Specialty Liaisons when absent from work
• Effective problem-solver who works through barriers for success within clinics and with t