Supervisor, Patient Engagement

Shields Health Solutions

Supervisor of Patient Engagement leading the Engagement Center team at Shields Health Solutions. Responsible for ensuring service quality and team performance in patient medication support.

Posted 6/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Directly lead and manage a team of Patient Engagement team members to ensure timely and accurate refill support to assist patients in obtaining medication
Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on time
Ensure all service level goals are met and patients receive the highest quality care
Manage all aspects of ADP, Paid Time Off (PTO), and Time Reports for team members
Complete audits of team members in supported systems to ensure efficient workflow
Manage responsiveness to new requests in supported systems
Provide front-line supervision and ongoing coaching and performance management to the Patient Engagement team
Monitor and act on all forms of communication between the Patient Engagement team and other clinical teams as needed
Work with on-site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
Facilitate team meetings which include creating agendas, facilitating meetings, and following up
Facilitate hospital management meetings which include calls from on-site managers to review status, identify areas for improvement, and areas of success
Record keeping/notes of all collaboration calls and team meetings
Provide guidance/assistance/troubleshooting in daily tasks for Patient Engagement team members as requested by team members
Review and address any concerns with the Patient Engagement team and hospital partners as needed
Establish efficient workflows between the Patient Engagement team and liaison team via collaboration with clinical integration team and on-site managers
Provide insight to various teams for growth and development opportunities as needed
Work with various teams for special projects
Report on hiring needs based on implementation roll outs
Assist in interviewing, and onboarding new team members
Coordinate access requests for new hires
Coordinate training with Clinical Training Team
Absorb overflow work in times of short staffing or excess workload
Investigate research needed for data analytics team and contracting team as needed
Manage on site pharmacy relations and workflows through some/all of the following: reversal of claims, delivery slips, coordination of care, phone calls
Use discretion and maintain confidentiality of highly sensitive and private data
Ability to lead, manage, and motivate team members that are in both remote working environments and/or at on-site Shields hub locations
Reports to Director or Manager of Patient Engagement
Support and coordinate after-hour coverage, including occasional weekends during high volume weeks

Requirements

What you’ll need

Required 3+ years of pharmacy technician experience (3-5+ years’ experience preferred in Specialty Pharmacy)
Prior leadership experience is strongly preferred (i.e. Regional Team Lead or equivalent type of role or experience where you have led other team members even if they do not directly report to you)
High school diploma or GED required
Bachelor’s degree is preferred or actively working toward degree
Training in leadership/management theory and its practical applications in the workplace is preferred (on-line / classroom / self-study)

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Medication Refill SupportData AnalyticsAuditingTraining CoordinationPerformance Management

Soft Skills

CoachingCommunicationCollaborationProblem-SolvingMotivation

Certifications

High School DiplomaGED