Shields Health Solutions

Operations

• Provides integrated support across stakeholders (providers, clinical staff, hospital administration, pharmacy, vendors) and throughout the outpatient specialty pharmacy program continuum of care.
• Responsible to ensure that the Specialty pharmacy is delivering "exceptional care," to all of their patients.
• Also responsible for proactively identifying growth opportunities for the specialty pharmacy program and building cost benefit analysis to determine initial viability.
• Provides day to day oversight of all pharmacy patient liaisons that will be integrated within clinics covering multiple specialties including but not limited to MS, Oncology, Pediatrics, Pulmonology, Rheumatology, Transplant, and Infectious Diseases.
• The Director of Operations will manage all aspects of Shield's day to day operations with hospital partners and is responsible for the overall financial performance within assigned health system partners.
• This individual will be responsible for coordinating with pharmacies, administrative, and clinical leadership to develop, implement, and monitor performance on growth initiatives while maintaining excellent patient and clinician satisfaction scores.

Director, Operations – Pharmacy/Healthcare

Call Center Representative

• Proactively grow the specialty pharmacy patient population by making outbound phone calls to eligible patients and enrolling them with Shields Partner Pharmacy.
• Educate patients on the services offered by the Shields Specialty Pharmacy Program.
• Protect Shields values by keeping information confidential.
• Communicate with patient over the phone and provide them the compelling reason why the Shields Partner Pharmacy program is superior to any other comprehensive pharmacy care model.
• Access patient's EMR and review chart notes prior to outbound call to ensure familiarity with patient's condition and situation.
• Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication.
• Identify supplies necessary for select medications such as sharps containers, needles/syringes, alcohol swabs and band-aids.
• Ability to be flexible on shift times: (typical shift times: M-F: 8:30AM to 4:30PM or 12:00PM to 8:00PM // flexibility with occasional Sat: 11:00AM-4:00PM).
• Perform other duties as assigned.

Call Center Pharmacy Technician

Director

• Serve as the “owner” and primary responsible party for ensuring the successful planning and execution across all aspects of complex specialty pharmacy implementation projects
• Define approach to new partner site implementations, develop and drive associated project plans, and serve as primary leader for execution of assigned implementation work
• Develop effective, collaborative working relationships with key stakeholders at partner health systems
• Own the design and execution of site-based staffing plans
• Manage the process of reviewing existing workflows related to specialty pharmacy program operations
• Collaborate with Shields IT team to implement IT and data analytics infrastructure for newly established health system partnerships
• Effectively partner with internal Shields teams to ensure that all departments / functional areas involved in an implementation meet deadlines
• Demonstrate a willingness and ability to think openly and critically about how to achieve success in new site implementations
• Autonomously develop high-quality, client-ready materials to help facilitate meetings with new partners
• Provide internal and external project status reporting

Implementation Director, Consulting Experience Required

• 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

Patient Support Manager – Healthcare Call Center Operations

Therapist

• Conduct routine patient check‑ins to monitor therapy experience, identify concerns, and support adherence to treatment plans.
• Assist with initial outreach to confirm therapy start and assess early treatment experience.
• Coordinate patient appointments, follow‑up visits, and clinical monitoring schedules.
• Support pharmacists by completing delegated tasks such as gathering patient information, preparing charts or notes, and managing task queues.
• Track and follow up on required labs or monitoring parameters, ensuring completion and communicating status to the care team.
• Prepare and route prescription‑related requests or medication renewals to the pharmacist for review.
• Maintain clear and timely documentation in all required systems to support continuity of care.
• Facilitate workflow efficiency by organizing patient lists, call queues, and clinical follow‑up tasks.
• Maintain confidentiality and adhere to clinic standards, policies, and professional expectations.
• Participate in relevant training, team meetings, and process improvement initiatives.
• Perform other duties as assigned.

Pharmacy Technician, Pharmacotherapy Support

• Lead the implementation of Shields RxTriage® services across health system partner specialty clinics, coordinating closely with pharmacy infusion services
• Responsible for ensuring the holistic success of the program at go-live, including effective operational handoffs, well-defined clinical workflows, and achievement of patient success metrics
• Work closely with health system partner clinical teams, infusion sites, and pharmacy teams
• Lead a team of Medical Intake Coordinators and collaborate with Shields in-clinic resources to ensure workflow fidelity and reliable access to required hospital IT systems
• Develop and manage detailed project plans, timelines, charters, risk registers, and communication strategies.

Senior Manager, Operations Innovation – RxTriage, Pharmacy Infusion Services

Manager

• Increase the number of new patients filling at Shields partner pharmacies
• Lead, coach, and develop a high-performing outreach team
• Build scalable processes to launch and optimize patient outreach programs across new health systems
• Develop new strategies for sourcing and onboarding patients (e.g., waterfall expansion, direct campaigns, MSOT opportunities, QA, clinic launches)
• Monitor performance metrics and support supervisors in achieving enrollment, engagement, productivity, and QA goals
• Collaborate with regional teams, in-clinic resources, TRX, and analytics to refine workflows, reporting, and operational capabilities
• Use creative approaches (A/B testing, messaging optimization, value storytelling) to enhance patient engagement
• Ensure compliance standards are maintained across all outreach activities
• Foster a positive, collaborative, high‑energy team culture

Patient Outreach Manager

Learning and Development

• Support the planning and execution of Talent Management programs such as succession planning, leadership development, and learning initiatives.
• Develop and maintain program materials, communication plans, timelines, and tracking tools.
• Assist in the creation of training content, resources, and job aids.
• Coordinate logistics for workshops, learning sessions, and leadership programs.
• Maintain program data, dashboards, SharePoint sites, and documentation.
• Serve as the main Talent/HR liaison for all ERGs, ensuring alignment with company goals.
• Support ERG leaders with planning, governance, communication, and execution of events and initiatives, budget tracking, and program documentation.
• Coordinate cross‑ERG collaboration, annual planning cycles, and recognition processes.
• Provide tools, templates, and resources to empower ERG leaders in facilitating meaningful programming.
• Own the administration of the employee engagement tool (e.g., surveys, dashboards, action-planning modules, reporting).
• Partner with HR and business leaders to design and execute engagement surveys and listening strategies.
• Analyze engagement data to identify insights and trends; prepare reports and presentations for leaders.
• Track follow-up actions to strengthen engagement and improve employee experience.
• Train leaders and users on platform functionality and engagement best practices.
• Provide scheduling, coordination, and project support for the Talent Management team.
• Develop and streamline processes, templates, and internal communication to improve team efficiency.
• Help manage the department budget, vendor invoicing, and contracts as needed.
• Support HR events and enterprise culture initiatives (e.g., recognition programs, culture-building activities).