Patient Outreach Supervisor -Mount Sinai

1 hour, 24 minutes ago
Full-time
Senior
Customer and Technical Support
Shields Health Solutions

Shields Health Solutions

Shields Health Solutions is the first and largest company in the nation to integrate specialty pharmacies within hospitals, focusing on improving patient outcomes and system-wide growth. Their programs and data platforms reduce costs, achieve better cl...

Health Care Providers & Services
1K-5K
Founded 2012

Description

  • Supervise, coach, and provide ongoing performance management for Patient Outreach Coordinators and Onboarding Specialists.
  • Ensure patient outreach conversations are compliant and reflect a culture of kindness and value for hospital-based pharmacies.
  • Audit calls and documentation in DialPad, TelemetryRX, Electronic Medical Records, and other required systems to monitor quality and workflow.
  • Manage escalations, issues, and concerns involving outreach staff and hospital partners with urgency.
  • Build and maintain efficient workflows between Patient Outreach, onboarding, liaison, clinical integration, on-site managers, and regional operations teams.
  • Oversee team administration, including ADP, PTO, and time reports.
  • Lead team meetings, create agendas, run meetings, and document follow-up items.
  • Participate in hospital management calls to review status, identify improvements, and highlight successes.
  • Assist with interviewing, onboarding, access requests, and training for new outreach team members.
  • Provide input on hiring needs, growth opportunities, special projects, and cross-functional research requests.

Requirements

  • High school diploma or equivalent is required; a bachelor’s degree in business administration, business, or a related field is preferred.
  • 5+ years of experience in customer support, client services, or sales with a demonstrated sales record is required.
  • Experience leading others and establishing credibility in a team environment is required.
  • Strong organizational skills, attention to detail, strong interpersonal skills, high integrity, dependability, and empathetic communication are required.
  • Strong phone skills and high proficiency in Microsoft Office, especially Excel and Word, are required.
  • Ability to quickly learn database programs is required; experience with Willow, Qs1, and RX30 is a plus.
  • Ability to identify relevant information with a focus on quality is desirable.
  • Discretion and confidentiality are essential due to handling sensitive and private data.
  • Energetic, highly motivated, and team-oriented mindset is preferred.

Interested in this position?

Apply directly on the company website

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