Job Overview
Role: Patient Support Supervisor. Department: Patient Support Center - New England. Location: Remote.
Key Responsibilities:
- Meet service level agreements (SLAs)
- Ensure adoption of best practices
- Drive team performance, engagement, and development
👥 Team Leadership & Operations
- 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
🏥 Patient & Partner Coordination
- 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
📊 Workflow & Performance Management
- 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
🔄 Process Improvement & Support
- 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
⚙️ Administrative & Coordination
- Assist with hiring, onboarding, training coordination, and system access setup
- Maintain confidentiality of sensitive patient and business data
Eligibility / Qualification Required:
📜 Licensure & Experience
- Active Pharmacy Technician license/registration (state-specific)
- National certification (CPhT) required
- 3+ years pharmacy technician experience (specialty pharmacy preferred)
- Prior leadership experience (formal or informal) strongly preferred
🎓 Education
- High School Diploma or GED (required)
- Bachelor’s degree (preferred or in progress)
- Leadership/management training (preferred)
💡 Skills & Competencies
- Strong leadership, communication, and team development skills
- Ability to influence, collaborate, and drive results across teams
- Solid operational and analytical skills; ability to identify trends and improve performance
- Proficiency in Microsoft Excel and Word (data analysis, reporting)
- Experience with pharmacy/EMR systems (Willow, QS1, RX30 preferred)
- Highly organized, detail-oriented, and patient-focused
- Ability to manage multiple priorities and maintain confidentiality
🌍 Additional Requirements
- Ability to lead both remote and on-site teams
- Willingness to travel up to 20% (if outside core locations)
How to Apply:
Apply online through the official Shields Health Solutions Greenhouse job page.
Apply Now