About the position
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.
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 critical responsibilities.
- Ensures coverage for Specialty Liaisons when absent from work.
- Effective problem-solver who works through barriers for success within clinics and with the support staff within the home office.
- Identifies issues within a clinic and works with their manager to create tangible action plans to improve performance and ensures timely implementation of improvement efforts.
- Collaboratively partners with the data analytics team and Patient Support Center to execute on identified opportunities.
- Identifies, assesses and contributes to continuous process improvement and optimization initiatives.
- Provides subject matter expertise to hospitals and clinics within their span of control.
Requirements
- Bachelor's degree or equivalent work experience required.
- Minimum of 2 years supervisory/management experience preferred.
- 5 years working in a healthcare or pharmacy environment with direct patient and clinician contact required.
- National Certification as a CPhT (or equivalent) and prior experience as a licensed pharmacy technician would be optimal.
- Experience working within a retail, hospital or provider type setting communicating with physicians, nurses, and other healthcare professionals is a plus.
- Strong communication skills, highly proficient in Microsoft Office particularly Excel and Word.
- Possess strong organizational skills.
- Ability to manage the performance of individuals against quantitative metrics without compromising clinical quality.
Nice-to-haves
- Patient-centered, organized, high-integrity, motivational, attention to detail, dependable, quality focus, empathetic, good listener/communicator, a good teacher.
- Energetic, highly motivated, team player with excellent attention to detail; discretion and confidentiality essential as position deals with highly sensitive and private health information.
- Has the ability to effectively train employees, lead by example and use motivational techniques to improve/maintain employee engagement.
- Motivates and inspires.
- Results orientation.
- Relationship builder.
- Collaborative, team player.
- A passion to help people.
- Drive to succeed.
