Patient Outreach Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, develop, maintain, and expand the Patient Outreach team consisting of Patient Outreach Coordinators and Onboarding Specialists.

• Engage with potential patients to communicate the benefits of hospital-based pharmacies.

• Foster and sustain collaborative relationships with hospital partner sites and regional operations teams.

• Advise team members on inappropriate conversational topics, documentation, and workflow issues.

• Elevate performance-related concerns to the Patient Outreach Development Manager.

• Oversee supervised site workflows, communications, training, access requests, business growth opportunities, and daily personnel management.

• Ensure that patient communications are compliant while promoting a culture of kindness and the value of hospital-based pharmacies.

• Mentor coordinators on effective calling practices and conversational techniques.

• Conduct audits of DialPad, TelemetryRX, electronic medical records, and other systems to assess communication effectiveness, workflow efficiency, and compliance.

• Manage, monitor, and address issues and escalations involving Outreach Coordinators and hospital partners.

• Establish workflows among Outreach Coordinators, Onboarding Specialists, liaison teams, clinical integration, on-site managers, and Patient Outreach Management.

• Oversee ADP, PTO, and time reporting.

• Provide direct supervision, coaching, and performance management.

• Monitor communications between Patient Outreach and clinical and operational teams.

• Manage Telemetry, email, and Microsoft Teams communications in accordance with company policy.

• Participate in collaborative efforts with hospital partners, including quarterly and kickoff calls, as well as other necessary meetings.

• Create agendas, facilitate Patient Outreach team meetings, and ensure follow-up.

• Conduct meetings with hospital management to review status updates, improvements, and successes.

• Keep records and notes from collaboration calls and team meetings.

• Provide guidance, assistance, and troubleshooting for daily tasks undertaken by the team.

• Address concerns related to the Patient Outreach team and hospital partners.

• Identify opportunities for growth and development across the organization.

• Collaborate on special projects with various teams.

• Report staffing needs based on implementation rollouts.

• Assist in interviewing and onboarding new team members, including managing access requests and coordinating training.

• Conduct research for the data analytics and contracting teams.

• Report to the Patient Outreach Development Manager.

⛳️ Requirements

• High school diploma or equivalent is required; a Bachelor’s degree in business administration, business, or a related field is preferred.

• A minimum of 5 years of experience in customer support, client services, or sales with a proven track record of success.

• A strong desire and aptitude for leadership.

• Ability to establish credibility within a team environment.

• Highly organized with a keen attention to detail.

• Excellent interpersonal skills.

• High level of integrity and dependability.

• Strong listening abilities and empathetic communication skills.

• Excellent phone communication skills.

• Highly proficient in Microsoft Office, particularly Excel and Word.

• Quick learner of other database programs.

• Solid computer skills, including proficiency in Outlook, Teams, Word, Excel, PowerPoint, internet navigation, and web-based platforms.

• Data entry and computer skills will be assessed through a pre-employment test.

• Ability to handle sensitive and private data with discretion and confidentiality.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Equal employment opportunities.

• Inclusive hiring process with assistance or accommodations available during application/interview.

• Optional recruitment text-message updates; consent is not a condition of employment.