Manager, Patient Services

Shields Health Solutions•Albany, NY

21h

About The Position

Shields Health Solutions is seeking a motivated and experienced people leader to join our growing specialty pharmacy organization. The Manager, Patient Services plays a critical role in supporting our specialty pharmacy and medication adherence programs by leading a team of Specialty Liaisons embedded within hospital and specialty clinic settings. This role is ideal for a healthcare or pharmacy professional with frontline leadership experience who is passionate about developing employees, driving operational excellence, and improving patient outcomes. The successful candidate is a collaborative, results-oriented leader who thrives in a fast-paced environment and excels at building strong relationships with clinical and operational partners.

Requirements

Bachelor's degree or equivalent combination of education and relevant work experience.
5+ years of experience in a healthcare or pharmacy environment with direct interaction with patients and clinical staff.
Strong people leadership experience, including coaching, performance management, and employee development.
Excellent communication, organizational, and relationship-building skills.
Proficiency in Microsoft Office, including Excel and Word.
Ability to analyze performance metrics and drive results while maintaining a patient-centered approach.
Solid computer skills are required, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint) for communication, documentation, and data management, as well as, navigating the internet and web-based platforms.

Nice To Haves

2+ years of supervisory or management experience.
National Pharmacy Technician Certification (CPhT) or equivalent credentials.
Previous experience as a licensed pharmacy technician.
Experience working in retail pharmacy, hospital pharmacy, specialty pharmacy, or outpatient clinic settings.

Responsibilities

Lead, mentor, and develop a team of Specialty Liaisons to deliver exceptional patient and provider support.
Provide ongoing coaching, performance feedback, training, and professional development opportunities.
Foster a culture of accountability, engagement, collaboration, and continuous improvement.
Ensure adequate staffing and coverage across assigned clinics.
Drive operational excellence and achievement of clinic, patient satisfaction, growth, and service goals.
Monitor team performance and ensure consistent execution of key Specialty Liaison responsibilities, including: Prior authorizations, Patient financial assistance, Medication refill coordination, Appointment management, Patient outreach and engagement.
Identify performance gaps and implement action plans to improve outcomes and efficiency.
Collaborate with cross-functional teams, including Data Analytics and the Patient Support Center, to optimize performance and patient care.
Build and maintain strong relationships with health system leaders, clinic management, pharmacy teams, and other stakeholders.
Serve as a trusted operational partner and subject matter expert for assigned health system partners.
Communicate proactively with stakeholders, providing updates, addressing concerns, and ensuring a high level of partner satisfaction.
Support strategic growth initiatives, including new clinic implementations, workflow enhancements, and operational expansion efforts.