Shields Health Solutions

Pharmacist

• Deliver high-touch patient support, managing each patient's journey from onboarding through refills
• Coordinate timely medication deliveries and manage refill schedules
• Proactively address insurance, prior authorization, financial assistance, and copay challenges
• Monitor and promote medication adherence to support positive patient outcomes
• Collaborate closely with clinical pharmacists, providers, and clinic staff to quickly resolve issues
• Serve as a trusted patient advocate and resource for individuals navigating complex specialty therapies

Specialty Pharmacy Liaison – Pharmacy Technician

Financial Planning and Analysis

• Produce site-level financials (heavy involvement in monthly P&Ls, baseline analyses, gross margin analyses, budgets, QBR support as needed, etc.) in a cadenced manner
• Track granular economic factors in the business and how changes may affect our forecasts, margins and financials and communicate timely throughout the organization
• Maintain detailed analyses of the financials, standard reporting packages and provide support to core business partners with ad hoc requests
• Assess and analyze each customers’ detailed revenue and cost of goods sold information to optimize revenue growth and gross margin opportunity
• Access and retrieve information and data from various systems and reporting tools. Collaborate with IT and others to develop improvements to systems, automate process flows and reports to facilitate distribution of actionable data
• Review monthly results and provide summative analysis to management and core business partners in a timely manner
• Collaborate cross-functionally, to identify, scope and monitor growth opportunities and initiatives (both revenue and margin)
• Support operations teams and core business partners with thoughtful financial insights and proactively communicate to business partners
• Develop data-driven business cases and evaluation criteria for growth and efficiency-oriented initiatives
• Build financial and operational metrics and dashboards to report key insights
• Support other FP&A workstreams as needed (examples: ERP and operational data integration, quarterly board materials, investor materials, month-end close process)

FP&A Analyst – Operational Finance

Support Engineer

• Lead, coach, and manage a team of Patient Support Associates to ensure medication adherence, prior authorization completion, and financial assistance support
• Provide ongoing performance management, training, and mentorship
• Manage staffing, scheduling, PTO, and time reporting (ADP)
• Step in to support workload during peak or short-staffed periods
• Ensure patients receive medications on time and without barriers
• Partner with hospital/clinic stakeholders through regular meetings and collaboration calls
• Maintain strong working relationships with pharmacy and clinical teams
• Monitor and ensure achievement of service level metrics and quality standards
• Conduct audits, oversee system workflows, and manage responsiveness to incoming requests
• Establish and optimize workflows between Patient Support, liaison teams, and clinical integration teams
• Identify and implement operational improvements and best practices
• Support data, analytics, contracting, and special projects
• Provide troubleshooting, guidance, and issue resolution for team members and partners
• Assist with hiring, onboarding, training coordination, and system access setup
• Maintain confidentiality of sensitive patient and business data

Patient Support Supervisor – Certified Pharmacy Technician, Prior Authorizations

Call Center Representative

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication
• Make outbound patient refill phone calls and complete the patient refill request
• Answer, resolve and triage inbound inquiries
• Clarify prescription orders with pharmacist and/or clinician as appropriate
• Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medications
• Manage, organize, and update relevant data using database applications

Bilingual Call Center Pharmacy Technician, Florida License Required

• 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).
• Opportunity to become nationally certified PTCB or ExCPT within 6 months of hire via Shields classes (included as part of employee training).
• Perform other duties as assigned.

Patient Outreach Specialist, Pharmacy Technician

• Work with insurance companies to obtain medication approvals.
• Use pharmacy systems to enter data, run test claims, and manage follow-up actions.
• Document patient needs, authorization status, and assistance efforts across systems and EMRs.
• Communicate with prescribers to ensure accurate and appropriate prescriptions.
• Maintain detailed records of all patient interactions.
• Assist patients with insurance claims and medication adherence over the phone.
• Partner with pharmacists and liaisons to support coordinated patient care.
• Research information to support decisions and operational improvements.
• Manage and update data in relevant databases.
• Identify issues, recommend solutions, and participate in process improvement initiatives.
• Maintain confidentiality and ongoing professional development.
• Perform additional duties as needed; minimal travel may be required.

Pharmacy Technician – Prior Authorizations

• Provide integrated support to patients and physicians by providing a "hands-on" approach to improve the quality of patient care.
• Reviewing and interpreting clinician's patient care note/assessments for supportive clinical data needed for prior authorization approvals and development of care plan recommendations.
• Develop and refine disease and drug specific clinical protocol to maximize patient adherence and promote evidence-based cost-effective care.
• Monitor on-going patient adherence (PDC reports, patient assessment data, and mobile platform data) across all sites and disease categories with focus on oncology and other specialty specific disease states.
• Evaluation of EMR to review: drug and disease interaction, medication selection, labs/vitals, allergies, RX orders/renewals and direct MD communication, and other relevant information important to maximize medication adherence and optimize patient outcomes.
• Recommending alternative therapeutic drug regimens and disease specific treatments according to guidelines as appropriate.
• Monitor and evaluate therapies for side effects or other medication related issues, recommend drug therapy changes to prescribers as appropriate.
• Medication therapy management (MTM): including reviewing and monitoring of medication regimens, advising clinicians on evidence based therapy as indicated, documenting interventions; assessing patient adherence rates.
• Clinical interventions including but are not limited to comprehensive pharmacist consultation, motivational interviewing/coaching, drug regimen optimization, medication reconciliation, medication lists or reminders, medication synchronization, coordinate home nurse visits, transitions between liaison/PSC, use of mobile app or other technologies.
• Productivity monitoring and reporting weekly stats for growth development.
• Overseeing tech's daily activities and verification for accuracy on: delivery coordination slips, prior authorizations submitted, ongoing PA log activity and proactive management care utilization within each specialty as per protocol.
• Identifying and resolving insurance related issues, recognizing situations where financial assistance can be applied.
• Supervising communication of support personnel compliant with HIPPA rules and regulations.
• Maintaining current registration and all remote pharmacist activity to comply with local, state and federal drug laws as regulated by each state board of pharmacy and the DEA.
• Direct communication with other health professionals as necessary regarding patient care.
• Develops own knowledge by participating in education programs; training pharmacy staff, students, interns, externs, and health care professionals.
• Manage, organize, and update relevant data using database applications.
• Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards.
• Assist with research projects and peer reviewing articles as needed.
• Identify trends, resolves problems; recommend improvements; implements change.
• Actively participates in process improvement initiatives.
• Protects organization's value by keeping information confidential.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Willing to do whatever is necessary for the betterment of the Company.

Clinical Pharmacist, TN/GA License Required

Therapist

• Provide pharmaceutical care services to patients
• Collaborate closely with healthcare professionals
• Conduct phone-based assessments on disease state management
• Monitor and manage drug interactions and therapeutic outcomes

Therapy Management Clinical Pharmacist

• Serve as a strategic finance partner to Finance, Operations, Commercial, and Policy teams, leading cross-functional projects that require financial, operational, and strategic analysis
• Analyze specialty pharmacy economics at both the company and partner-site level
• Evaluate drug pricing dynamics, manufacturer strategies, reimbursement trends, and market events
• Assess company-wide and partner-specific impacts from federal and state healthcare policy developments
• Support contract analysis, resolution, and negotiation efforts with partners and other stakeholders in the value chain
• Quantify risks and opportunities tied to reimbursement, drug mix, pricing, and partner contract structures across the portfolio
• Develop data-driven business cases, strategic recommendations, and decision frameworks for growth opportunities, operational improvements, and complex business challenges
• Engage leaders across the organization as a thought partner to enable a more proactive, value-creation orientation

Manager – Strategic Finance

Clinical Operations

• Lead the Education, Practice, and Standards team, along with Regional Training and Onboarding & Experience teams, collectively responsible for training and onboarding approximately 75% of all new hires—from day one through their first five weeks of employment.
• Developing strong relationships with operations leaders across the business to understand and anticipate needs to evolve the training programs regularly to meet the needs of a growing business.
• Champion innovative learning models, including remote and hybrid training solutions, to support distributed teams.
• Design and scale remote training programs to support frontline, remote, and hybrid employees across multiple locations.
• Oversee Learning Management Systems (LMS) and Learning Experience Platforms (LXP), ensuring seamless access for remote learners.

Vice President of Clinical Operations – Training

• Coordinate and process medication refills, including data entry and claim adjudication
• Place outbound refill calls and assist patients through the refill request
• Respond to and resolve inbound patient and provider inquiries
• Clarify prescription orders with pharmacists or clinical staff
• Maintain and update patient and prescription data in software systems
• Spot trends, recommend improvements, and support process-improvement initiatives
• Partner with cross-functional teams to deliver a seamless patient experience
• Maintain confidentiality and uphold high-quality service standards

Pharmacy Technician, Refill Calls

Operations

• Directly lead and manage a team of Patient Engagement team members to ensure timely and accurate refill support
• Proactively manage support in assigned hospitals and/or clinics to ensure patients receive medications on time
• Ensure all service level goals are met
• 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
• Work with on-site management at hospital partners for collaboration calls
• Facilitate team meetings and hospital management meetings
• Record keeping/notes of all collaboration calls and team meetings
• Provide guidance/assistance/troubleshooting in daily tasks
• Review and address any concerns with the Patient Engagement team and hospital partners
• Establish efficient workflows between teams
• Provide insight for growth and development opportunities
• 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 and training with Clinical Training Team
• Absorb overflow work during short staffing

Supervisor, Patient Engagement and Pharmacy Operations

• 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

Pharmacy Patient Services Operations Supervisor

• This role is responsible for overseeing daily operations related to patient medication refill administration and inbound pharmacy patient inquires
• Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurately)
• 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 Engagement workflow standardization and best practices to be implemented across the broader Patient Engagement team
• Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Engagement team training needs
• Actively participate with the 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., RTLs, Supervisors, etc.)
• Lead a team of 50+ employees focused on one site or multiple sites
• Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets
• Aid in developing monthly service level commentary/insights and action plans to support team monthly reporting cadence
• Work with leadership or Strategic Operations Team on any future Patient Engagement service offerings and/or strategic projects or solutions-oriented projects
• Work closely with leadership teams, project managers, and regional leaders to develop project plans to launch new health systems and/or clinics
• Responsible for actively managing all tasks associated with new clinic launches or new service offerings in the Patient Engagement team by ensuring teams are ready to launch on time (proper staffing forecasts, documented workflows, teams trained, and regional leaders updated on progress)
• Coach and mentor new/existing supervisors that need support in a variety of areas: performance management/GROW coaching conversations, interviewing, difficult conversations, overall team engagement strategies
• Work very closely with Supervisors, Regional Team Leads, and broader Patient Engagement team members to ensure they remain highly engaged in their role
• Partner with regional leaders (RDOs and/or MPS) to identify new opportunities to build strategies that improve overall service models and proactive identification of issues
• Proactively share results and service performance to MPS and RDO on supported sites and build a level of trust and accountability through information sharing
• 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)
• Collaborate with peers in other centralized services business units to ensure a full view of the region
• Travel as necessary to meet the needs of business requirements
• Other duties as assigned