Pharmacy Outreach Supervisor
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Job Description
Remote Pharmacy Outreach Supervisor leading patient outreach teams for Shields Health Solutions’ hospital-based pharmacy partners. Managing coaching, compliance, workflows, hospital collaboration, and team performance.
Responsibilities:
- Supervise, develop, maintain, and grow a team of Patient Outreach Coordinators and Onboarding Specialists
- Communicate with potential patients about the value of hospital-based pharmacies
- Maintain collaborative relationships with hospital partner sites and regional operations teams
- Counsel team members on incorrect conversational topics, documentation, and workflow deficiencies
- Escalate performance concerns to the Patient Outreach Development Manager
- Own site-level workflow, communications, training, access requests, business growth opportunities, and day-to-day personnel management
- Ensure compliant patient communications and convey the culture and value of hospital-based pharmacies
- Coach staff on calling best practices and conversational techniques
- Audit DialPad, TelemetryRX, electronic medical records, and other systems
- Manage 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
- Manage ADP, PTO, and time reports
- Provide frontline supervision, coaching, and performance management
- Monitor communications between Patient Outreach and clinical or operational teams
- Manage Telemetry, email, and Microsoft Teams communications within company policy
- Coordinate collaboration calls and hospital management meetings
- Create agendas, run team meetings, and complete follow-up
- Maintain records and notes for collaboration calls and team meetings
- Provide daily guidance, assistance, and troubleshooting
- Address concerns involving the Patient Outreach team and hospital partners
- Provide insight on company growth and development opportunities
- Participate in special projects
- Report hiring needs based on implementation rollouts
- Assist with interviewing and onboarding, including access requests and training coordination
- Investigate research for data analytics and contracting teams
- Report to the Patient Outreach Development Manager
Requirements:
- High school degree or equivalent required; Bachelor’s degree in business administration, business, or related field preferred
- 5+ years of customer support, client services, or sales experience with a demonstrated and proven sales record
- Desire and aptitude for leading others
- Ability to establish credibility within a team environment
- Strong organization and attention to detail
- Great interpersonal skills
- High integrity, dependability, good listening, and empathetic communication
- Strong phone skills
- Highly proficient in Microsoft Office, particularly Excel and Word
- Ability to quickly learn other database programs
- Knowledge of Willow, Qs1, and RX30 software systems is a plus
- Solid computer skills, including proficiency in Outlook, Teams, Word, Excel, PowerPoint, internet navigation, and web-based platforms
- Data entry and computer skills will be evaluated through a pre-employment assessment
- Discretion and confidentiality when handling sensitive and private data
- Energetic, highly motivated team player willing to do what is necessary for the betterment of the company
Benefits:
- Full-time employment
- Equal employment opportunity and inclusive hiring experience
- Application/interview accommodations available
- Job opportunity, interview scheduling, and recruiting update text-message notifications (optional; consent is not a condition of employment)
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