Patient Support Supervisor

Patient Support Supervisor (Specialty Pharmacy)

Location: Remote – supporting Northeast (EST Zone)

About the Role

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.

Position Summary

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, and drive team performance, engagement, and development.

Key Responsibilities

• 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.

Qualifications

• Licensure & Experience: Active Pharmacy Technician license/registration (state-specific). National certification (CPhT) required. 3+ years pharmacy technician experience (specialty pharmacy preferred).