Provides integrated support across stakeholders (providers, clinical staff, hospital administration, pharmacy, vendors) and throughout the outpatient specialty pharmacy program continuum of care. Responsible to ensure that the Specialty pharmacy is delivering "exceptional care," to all of their patients. Also responsible for proactively identifying growth opportunities for the specialty pharmacy program and building cost benefit analysis to determine initial viability. Provides day to day oversight of all pharmacy patient liaisons that will be integrated within clinics covering multiple specialties including but not limited to MS, Oncology, Pediatrics, Pulmonology, Rheumatology, Transplant, and Infectious Diseases. The liaisons are responsible for patient benefits investigation, prior authorization, and monitoring patient medication adherence to ensure that patients can seamlessly access their outpatient prescriptions. The Director of Operations will manage all aspects of Shield's day to day operations with hospital partners and is responsible for the overall financial performance within assigned health system partners. This individual will be responsible for coordinating with pharmacies, administrative, and clinical leadership to develop, implement, and monitor performance on growth initiatives while maintaining excellent patient and clinician satisfaction scores.
Key Responsibilities
- Proactively identify strategic growth initiatives and drive their implementation by conducting opportunity analyses, pitching to health system executives, and developing resourcing plans
- Lead site operations at health system partners including overseeing management of in-clinic pharmacy liaison team
- Meet or exceed both internal and external financial, operational, and patient outcome & satisfaction targets
- P&L ownership for financial results of health system partner sites
- Work cross-functionally with Shields functional leadership to optimize processes and drive operational improvements
- Collaborate and own relationships with health system stakeholders including clinic, pharmacy, and executive leadership up to Vice President level
- Responsible for developing and executing on account management plan at health system partners
- Leadership & day-to-day performance management and accountability to all dedicated staff supporting health system partners
- Coach and develop teams to ensure strong, ready-now talent pipeline for key positions
- Host social events onsite with teams to build comradery and culture
- Instill Shields patient-focused culture and ecosystem of teamwork, collaboration, and kindness
- Provide performance updates to Shields executive team
- Serve as a leader and coordinator in enabling the growth of new and existing specialty pharmacy programs, through high-profile ownership of strategic and operating initiatives
- Identify trends, resolves problems; and lead the development of new processes and initiatives to continuously improve the pharmacy's integration with prescribing clinics to ensure the best patient service;
- Serves as a subject matter expert and advisor to hospital partner executive teams on the continued growth of the specialty pharmacy program
- Constructs robust analyses and builds compelling materials to pitch innovative growth initiatives to hospital partner executives
- Accountable for taking growth initiatives from nascency to operational viability, while ensuring measurable impact to program growth and profitability
- Facilitate effective communication between the pharmacy, pharmacy liaisons (who will be located in the hospital's clinics), Shields PSC, and clinical areas throughout the hospital;
- Ensures best-in-class patient care is delivered to all patients, and proactively steps in to serve in any capacity;
- Communicate and collaborate with Shields corporate resources to effectively leverage respective subject matter expertise to ensure expectations are consistently exceeded
- Collaborate with pharmacy team to evaluate their pharmacy work flows and processes to advise on quality and operational improvement initiatives to maximize performance
- Manage, organize, and update relevant data using database applications;
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations;
Experience/Requirements:
- Bachelor’s Degree (MBA or other advanced degree preferred) or a minimum of 7+ years of relevant work experience and demonstrated success leading large, diverse teams
- Doctor of Pharmacy (PharmD) or BS in Pharmacy and be a licensed Pharmacist, or a comparable clinical credential (e.g., RN, MD) preferred but not required
- Demonstrated interest (and success) leading and developing high-performing teams
- Genuine interest in coaching, developing, and growing talented individuals into future leaders
- Entrepreneurial attitude – willingness to roll up his/her sleeves and work alongside the team to make things happen quickly
- Analytically oriented; makes and defends decisions based on data
- Interested in P&L ownership and large team leadership, while being energized by meeting or exceeding stretch financial targets and operational KPIs
- Maniacal attention to detail, highly proficient with technology, and strategic communicator
- Experience in process development, process mapping, process improvement, hospital, or pharmacy operations preferred
- Experience summarizing and presenting operating results in formal Management, senior executives or Board of Director settings, preferably in consulting, investment banking, private equity, or venture-backed environments highly preferred
- Strong Excel and PowerPoint skills, including financial modeling and data visualization
- Capable of operating with limited direct oversight.
- Ability to build collaborative and meaningful relationships across multiple and diverse stakeholders.
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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.
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