Regional Team Lead - EC - Sutter Health

Regional Team Lead

Location: Remote

The Engagement Center is seeking experienced certified pharmacy technicians who are nationally certified and have a proven track record providing exceptional patient care as an Engagement Specialist or pharmacy technician for a Regional Team Lead position. The Regional Team Lead will be responsible for establishing a strong and credible relationship with patients, clinicians, and internal Shields staff in a data driven and collaborative team environment. Applicants should be results-oriented with a positive outlook, and a clear focus on high patient quality and service. They should be well-presented, professional, and comfortable in dealing with patients or clinical staff on the phone. Applicants must be reliable and determined, empathic communicators, with the ability to see things from another person's point of view.

This position will provide support to patients, pharmacists, and providers by providing a full-service approach to total quality patient care. They will work closely with patients to deliver medication adherence support by utilizing our various tools and applications. This role will require the ability to quickly pivot disease states and clinics supported based on current need. This role will provide these services remotely as part of the centralized Patient Engagement Center team.

Key Responsibilities:

• Provide implementation and stabilization for new clinics and partners as needed
• Work with the Supervisor of Patient Engagement to onboard Patient Engagement Specialists hired for your assigned site
• Stabilize new hires and set them up for success as well as upskill team members through restabilization or shadowing sessions wherever needed
• Work with the Supervisor of Patient Engagement to recommend workflow enhancements to help the clinic deliver the highest level of patient care
• Provide oversight and guidance on site queue management best practices to ensure work is prioritized and completed correctly
• Provide coverage of clinics or workflows when there are staffing gaps
• Assist in monitoring team output for accuracy and consistency, providing coaching when needed
• Actively participate in process improvement initiatives
• Update knowledge by participating in educational opportunities, reading professional publications, and maintaining networks
• Maintain PES responsibilities during assignments. Responsibilities include (but are not limited to):

• Ability to be flexible on shift times: typical shift times 8:30AM to 5:00PM but can differ based on time zone and clinic operating hours. (standard hours to be discussed at time of hire and overtime and weekend hours may be required as needed)
• Apply observations and recommendations regarding operational issues, increased productivity, and quality standards
• Protect organization’s value by maintaining confidential information
• Grow the supported population by strictly adhering to Shields’ programs and processes with enthusiasm and purpose

• Serves as a subject matter expert on SOPs and compliance protocols
• Other duties or special projects as assigned

Required Licenses/Requirements:

We are seeking experienced pharmacy technicians who are nationally certified as a CPhT (PTCB or ExCPT) and have or are willing to obtain a state certification as needed. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

Experience/Education:

• 1-2+ years of pharmacy technician experience required in specialty pharmacy, Prior Authorization, Financial Assistance or patient refill calls
• 3-5 years highly preferred

Skills: An ideal candidate is someone currently working as a Patient Support Advocate, Patient Engagement Specialist, pharmacy technician, or a similar capacity that has shown a long history of performing at a level that significantly exceeds expectations. They should have strong interpersonal communication skills, exceptional phone skills, comfortability with proactively engaging patients over the phone, comfortability reaching out to on-site clinicians, payors, and pharmacies, and proficient in Microsoft Office, particularly Excel and Word, and the ability to quickly learn other programs. An ideal candidate must also adapt to Shields’ unique tools, have strong organizational skills, proven ability to follow all policies, and meet/exceed metrics established.

Traits: Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator & collaborative

Other: Ability to sit and/or stand with focus at a workstation for a long period of time; proven ability to discern priorities and follow through on high priority tasks; discretion and confidentiality essential as position deals with highly sensitive and private data. …