Job Description
Patient Support Supervisor
The Patient Support Supervisor is a key leadership role within Shields Health Solutions’ Patient Support Center, overseeing a team responsible for the end-to-end prior authorization (PA) process for specialty pharmacy patients. This includes referral intake, data entry, claims adjudication support, prior authorization submissions, payer follow-up, and other activities that help ensure patients gain timely access to their medications.
The ideal candidate is a strong people leader who thrives in a fast-paced, high-volume environment and is passionate about developing teams, driving performance, and delivering exceptional patient outcomes. This individual will be responsible for day-to-day team operations, coaching and performance management, workflow oversight, and ensuring service level expectations are consistently met.
This role requires a data-driven leader who can analyze team performance, run and interpret reports, identify trends, and communicate results effectively to leadership and stakeholders. Success in this position requires strong organizational skills, accountability, professionalism, and the ability to lead and motivate both remote and onsite team members while fostering a culture of continuous improvement.
Key Responsibilities:
- Directly lead and manage a team of pharmacy technicians responsible for the end-to-end prior auth and financial assistance processes.
- Drive team performance by monitoring service levels, conducting audits, managing workflows, reviewing productivity metrics, and providing ongoing feedback and performance management
- Oversee daily operations, including scheduling, timekeeping, workload distribution, and coverage planning.
- Partner and maintain strong relationships with hospital stakeholders, clinical teams, and internal departments.
- Lead meetings, communicate updates, and present opportunities for operational improvement.
- Support hiring, onboarding, training, and professional development initiatives.
- Maintain confidentiality and ensure compliance while supporting both remote and onsite team members.
- Willingness to travel up to 20% as needed to support business and operational needs.
Experience/Requirements
Required Licensure/Certification:
- We are seeking experienced pharmacy technicians who are registered with the State of employment and also nationally certified as a CPhT. Should certification need to be obtained for a particular state or updated at the time of employment, the applicant will commit to obtaining the required certification within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.
- Required 3+ years of pharmacy technician experience (3-5+ years’ experience preferred in Specialty Pharmacy)
- Leadership experience within healthcare / pharmacy
Education:
- Required: High School diploma / GED required
Skills:
Strong executive presence with the ability to influence and build relationships across all levels of the organization.
Ability to navigate complex situations, exercise sound judgement, and achieve positive outcomes through collaboration.
Proven ability to identify operational trends and recommend process improvements that enhance efficiency and service delivery.
Strong project management skills.
Advanced proficiency in Microsoft office.
Experience with pharmacy dispensing systems and EMRs.
Exceptional written, verbal, and phone communication skills.
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Solid computer skills are required, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint) for communication, documentation, and data management, as well as, navigating the internet and web-based platforms. Data entry and computer skills will be evaluated through an assessment as part of the pre-employment process.
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.
Shields Health Solutions is committed to providing an inclusive hiring experience; if you need assistance or accommodation during the application or interview process, please email [email protected].
