Shields Health Solutions

Manager

• This role is responsible for overseeing daily operations related to patient medication refill administration, and inbound pharmacy patient inquires OR prior authorization and financial assistance support
• Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, 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 ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation
• Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues
• Work with key stakeholders to ensure that proper staffing plans are in place
• Actively manage Patient Support workflow standardization and best practices to be implemented across the broader Patient Support team
• Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Support team training needs
• Actively participate with talent acquisition team, Strategic Ops Team, and leadership team to identify best in class methods to identify, recruit, and retain top talent
• Work with leadership to identify future leaders or promotional opportunities and assist in the identification and the development of future leaders within the division (Sr., Team Leads, Supervisors, etc.)
• Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets
• Provide assistance in developing monthly service level commentary/insights and action plans to support Patient Support team monthly reporting cadence
• Actively participates and leads efforts in the broader team interviewing, recruiting, and overall talent management process
• Work with leadership or Strategic Operations Team on any future Patient Support service offerings and/or strategic projects or solutions-oriented projects
• Work closely with leadership team, project managers, regional leaders to develop project plans to launch new health systems and/or clinics
• Responsible to actively manage all tasks associated with new clinic launches or new service offerings in the Patient Support team by ensuring teams are ready to launch on time by ensuring proper staffing forecasts are managed, documented workflows, teams trained, and ready, and regional leaders updated on progress
• Provide coaching/mentorship support for new/existing supervisors that need support on a variety of areas: Performance Management/GROW coaching conversations, Interviewing, difficult conversations, overall team engagement strategies.
• Work very closely with Supervisors, Team Leads, and broader Patient Support team members ensuring they remain highly engaged in their role and maintains an industry leading team member engagement.
• Partner with regional leaders (RDCOs and/or MPS) to identify new opportunities to build strategies that improve overall service model and proactive identification of issues
• Proactively share results and service performance to MPS and RDCO on supported sites and build a level of trust and accountability through the sharing of this information
• Provide proactive and thoughtful insights related to performance reporting
• Ensure all reporting meets the needs of the business. Work with leadership and other stakeholders to identify any new reporting needs and work with team on solutions to reporting needs.
• Other duties as assigned
• Travel as necessary to meet the needs of business requirements

Patient Support Manager

Human Resources

• Act as a trusted resource for employees and managers, offering guidance on disciplinary actions, performance management, attendance, PTO usage, medical and personal leave, and policy compliance.
• Conduct fair, impartial investigations into workplace concerns such as harassment, discrimination, and policy violations, ensuring a respectful and compliant work environment.
• Lead the investigative process by interviewing involved parties, analyzing evidence, documenting findings, preparing objective reports, and recommending appropriate corrective actions.
• Serve as a culture ambassador, consistently seeking opportunities to enhance employee engagement and foster a positive, inclusive workplace.
• Support the communication, interpretation, and administration of company policies and practices, ensuring clarity and consistency across the organization.
• Support special projects and generalist HR tasks as needed.

Employee Relations Specialist, Contract

Onboarding Specialist

• Enroll eligible patients into the Shields partner health system pharmacy program
• Call and/or communicate directly with patients when completing the enrollment process
• Work with regional leaders and Liaisons to ensure patients are properly and fully onboarded
• Ensure patients are properly setup in the pharmacy to receive their medication without interruption or gap in care
• Perform test claims to verify pharmacy copay amount
• Verify insurance eligibility and benefit levels using multiple approved tools
• Research patients' medical records for current medication regimen
• Complete benefits investigation with approved Pharmacy Dispensing Systems and document outcomes in documentation tool
• Collaborate with team members to provide integrated quality patient care and act as a business partner to stakeholders
• Identify trends, resolve problems, recommend improvements, and participate in process improvement initiatives
• Protect confidential information and update job knowledge via educational opportunities
• Flexible scheduling generally Monday-Friday depending on patient time zones

Patient Support Manager

Employee Relations Specialist, Contract

Patient Onboarding Specialist