Patient Support Supervisor

Job Description

Job Description

Patient Support Supervisor (Specialty Pharmacy)

Location: Remote – supporting Northeast (EST Zone)

Shields Health Solutions is seeking a Patient Support Supervisor to lead a high-performing team within our Patient Support Center. This is an ideal opportunity for a motivated, service-oriented leader with a background in pharmacy or healthcare operations who thrives in a fast-paced, growth-focused environment.

The ideal candidate is a results-driven self-starter who is passionate about patient care, team development, and operational excellence, with proven experience managing front-line employees and driving performance.

The Patient Support Supervisor is a key leadership role responsible for overseeing daily operations of a Patient Support team and ensuring patients receive medications efficiently, accurately, and on time.

This role partners closely with internal teams and hospital stakeholders to:

• 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

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)

• Fast-growing leader in specialty pharmacy
• ❤️ Mission-driven, patient-first culture
• Strong career growth and leadership development opportunities
• Collaborative and supportive environment

Patient Support Supervisor, Pharmacy Supervisor, Specialty Pharmacy, Pharmacy Technician Supervisor, Healthcare Operations, Patient Access, Prior Authorization, Medication Adherence, Care Coordination, Patient Support Center, Pharmacy Team Lead

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