Patient Outreach Supervisor - NYU
The Patient Outreach Supervisor will be a front-line manager for the Patient Outreach team, a team dedicated to communicating with potential patients about the value of hospital base pharmacies. They will be responsible for the development, maintenance, and growth for a team of highly efficient and trained Patient Outreach Coordinators and Onboarding Specialists. They will also maintain and build strong collaborative relationships with their partnering Hospital sites and regional operations teams. The Patient Outreach Supervisor will counsel Patient Outreach Coordinators and Onboarding Specialists on incorrect conversational topics, documentation or workflow deficiencies, and will escalate other performance concerns to the Patient Outreach Development Manager.
The Patient Outreach Supervisor will take ownership of each site they supervise with regards to workflow, communications, training, access requests, growth opportunities for the business as well as managing day to day personnel.
Job Duties:
Ensure Patient Outreach Coordinators consistently communicate with patients compliantly and convey the culture of kindness and value of the hospital-based pharmacies
Coach Patient Outreach Coordinators on calling best practices, conversational techniques including how to listen, understand, respond, and confirm patients’ concerns about their care, pharmacy needs, and socioeconomic situations
Complete audits of team in DialPad, TelemetryRX application, Electronic Medical Records, and other required systems to ensure effective communications with patients, efficient workflow, and compliant conversations with potential patients of hospital partner pharmacies
Work with a high sense of urgency to manage, monitor, and facilitate any issues and/or escalations related to Outreach Coordinators with hospital partners
Establish efficient workflows between Patient Outreach Coordinators, Onboarding Specialists and liaison team via collaboration with clinical integration team, on site managers, and Patient Outreach Management
Manage all aspects of ADP, PTO, and Time Reports for team members
Provide front line supervision and ongoing coaching and performance management to Patient Outreach Coordinators
Monitoring and acting all forms of communications between Patient Outreach and other clinical and operational teams as needed
Manage Telemetry application, email, Microsoft teams communications up to company policy
Work with on site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
Patient Outreach team meetings: creating agendas, running meeting, follow up
Hospital Management meeting: calls with on site manager to review current status, identify areas for improvement, and areas of success
Record keeping/notes of all collaboration calls and team meetings
Providing guidance/assistance/troubleshooting in daily tasks for Patient Outreach team members as requested by Patient Outreach Coordinators and Onboarding Specialists
Review and address any concerns with Patient Outreach team, and hospital partners as needed
Provide insight to various teams across company for growth and development opportunities as needed
Work with various teams for special projects
Report on hiring needs based on implementation roll outs
Assist in interviewing, and onboarding new Patient Outreach Coordinators and Onboarding Specialists including coordinating access requests and trainings
Investigate research needed for data analytics team, contracting team as needed
Report to Patient Outreach Development Manager
Experience/ Education:
High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
Years of Experience: Required 5+ years customer support, client services, sales with a demonstrated and proven sales record
The applicant should have a desire and aptitude for leading others and the ability to establish credibility within a team environment. He or she should be very organized with attention to detail and have great interpersonal skills, high integrity, be dependable and a good listener and an empathetic communicator.
Strong phone skills, highly proficient in Microsoft Office particularly Excel and Word, able to quickly learn other database programs (knowledge of the Willow, Qs1, and RX30 software system a plus) and able to identify relevant information with a focus on quality is also desirable.
The ideal candidate will be an energetic and highly motivated, team player with a willingness to do whatever is necessary for the betterment of the company. Discretion and confidentiality are essential as position deals with highly sensitive and private data.
California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy.
By providing your mobile number, you agree to receive text messages from Shields Health Solutions related to job opportunities, interview scheduling, and recruiting updates. Message and data rates may apply. You may opt out at any time by replying 'STOP.' Consent is not a condition of employment.
Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Apply To This Job
The Patient Outreach Supervisor will take ownership of each site they supervise with regards to workflow, communications, training, access requests, growth opportunities for the business as well as managing day to day personnel.
Job Duties:
Ensure Patient Outreach Coordinators consistently communicate with patients compliantly and convey the culture of kindness and value of the hospital-based pharmacies
Coach Patient Outreach Coordinators on calling best practices, conversational techniques including how to listen, understand, respond, and confirm patients’ concerns about their care, pharmacy needs, and socioeconomic situations
Complete audits of team in DialPad, TelemetryRX application, Electronic Medical Records, and other required systems to ensure effective communications with patients, efficient workflow, and compliant conversations with potential patients of hospital partner pharmacies
Work with a high sense of urgency to manage, monitor, and facilitate any issues and/or escalations related to Outreach Coordinators with hospital partners
Establish efficient workflows between Patient Outreach Coordinators, Onboarding Specialists and liaison team via collaboration with clinical integration team, on site managers, and Patient Outreach Management
Manage all aspects of ADP, PTO, and Time Reports for team members
Provide front line supervision and ongoing coaching and performance management to Patient Outreach Coordinators
Monitoring and acting all forms of communications between Patient Outreach and other clinical and operational teams as needed
Manage Telemetry application, email, Microsoft teams communications up to company policy
Work with on site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
Patient Outreach team meetings: creating agendas, running meeting, follow up
Hospital Management meeting: calls with on site manager to review current status, identify areas for improvement, and areas of success
Record keeping/notes of all collaboration calls and team meetings
Providing guidance/assistance/troubleshooting in daily tasks for Patient Outreach team members as requested by Patient Outreach Coordinators and Onboarding Specialists
Review and address any concerns with Patient Outreach team, and hospital partners as needed
Provide insight to various teams across company for growth and development opportunities as needed
Work with various teams for special projects
Report on hiring needs based on implementation roll outs
Assist in interviewing, and onboarding new Patient Outreach Coordinators and Onboarding Specialists including coordinating access requests and trainings
Investigate research needed for data analytics team, contracting team as needed
Report to Patient Outreach Development Manager
Experience/ Education:
High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
Years of Experience: Required 5+ years customer support, client services, sales with a demonstrated and proven sales record
The applicant should have a desire and aptitude for leading others and the ability to establish credibility within a team environment. He or she should be very organized with attention to detail and have great interpersonal skills, high integrity, be dependable and a good listener and an empathetic communicator.
Strong phone skills, highly proficient in Microsoft Office particularly Excel and Word, able to quickly learn other database programs (knowledge of the Willow, Qs1, and RX30 software system a plus) and able to identify relevant information with a focus on quality is also desirable.
The ideal candidate will be an energetic and highly motivated, team player with a willingness to do whatever is necessary for the betterment of the company. Discretion and confidentiality are essential as position deals with highly sensitive and private data.
California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy.
By providing your mobile number, you agree to receive text messages from Shields Health Solutions related to job opportunities, interview scheduling, and recruiting updates. Message and data rates may apply. You may opt out at any time by replying 'STOP.' Consent is not a condition of employment.
Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Apply To This Job