Supervisor, Patient Engagement

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

📋 Description

• Lead and oversee a team of Patient Engagement members to guarantee timely and precise refill support for patients in securing their medications.

• Actively manage support within designated hospitals and/or clinics to ensure patients receive their medications promptly.

• Ensure all service level objectives are achieved, delivering the highest standard of care to patients.

• Oversee all aspects of ADP, Paid Time Off (PTO), and Time Reports for team members.

• Conduct audits of team members within supported systems to promote efficient workflow.

• Manage responsiveness to new requests within supported systems.

• Provide front-line supervision along with continuous coaching and performance management to the Patient Engagement team.

• Monitor and respond to all forms of communication between the Patient Engagement team and other clinical teams as necessary.

• Collaborate with on-site management at hospital partners for coordination calls, including quarterly and kick-off meetings, as required.

• Organize team meetings, which involve creating agendas, facilitating discussions, and ensuring follow-up actions are taken.

• Conduct hospital management meetings that include calls from on-site managers to review progress, identify improvement areas, and celebrate successes.

• Maintain records/notes from all collaboration calls and team meetings.

• Offer guidance, assistance, and troubleshooting in daily tasks for Patient Engagement team members as requested.

• Address and resolve any concerns related to the Patient Engagement team and hospital partners as necessary.

• Establish efficient workflows between the Patient Engagement team and liaison team through collaboration with the clinical integration team and on-site managers.

• Provide insights to various teams regarding growth and development opportunities as needed.

• Collaborate with various teams on special projects.

• Report hiring needs based on implementation rollouts.

• Assist with the interviewing and onboarding of new team members.

• Coordinate access requests for new hires.

• Work closely with the Clinical Training Team to organize training.

• Manage overflow work during periods of short staffing or high workload.

• Conduct necessary research for the data analytics and contracting teams as required.

• Handle on-site pharmacy relations and workflows through various methods including claim reversals, delivery slips, care coordination, and phone communications.

• Exercise discretion and maintain the confidentiality of highly sensitive and private information.

• Demonstrate the ability to lead, manage, and motivate team members in both remote and on-site Shields hub locations.

• Report directly to the Director or Manager of Patient Engagement.

• Support and coordinate after-hours coverage, including occasional weekends during peak volume periods.

⛳️ Requirements

• A minimum of 3 years of pharmacy technician experience is required (preferably 3-5+ years in Specialty Pharmacy).

• Previous leadership experience is highly preferred (e.g., Regional Team Lead or a similar role where you have guided other team members, even if they do not report directly to you).

• A high school diploma or GED is required.

• A Bachelor’s degree is preferred, or candidates should be actively pursuing their degree.

• Training in leadership/management theory and its practical applications in the workplace is preferred (through online, classroom, or self-study methods).

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Paid time off.

• Flexible work arrangements.

• Professional development.