The Patient Outreach Supervisor will be a front-line manager for the Patient Outreach team, a team dedicated to communicating with potential patients about the value of hospital base pharmacies. They will be responsible for the development, maintenance, and growth for a team of highly efficient and trained Patient Outreach Coordinators and Onboarding Specialists. They will also maintain and build strong collaborative relationships with their partnering Hospital sites and regional operations teams. The Patient Outreach Supervisor will counsel Patient Outreach Coordinators and Onboarding Specialists on incorrect conversational topics, documentation or workflow deficiencies, and will escalate other performance concerns to the Patient Outreach Development Manager.
The Patient Outreach Supervisor will take ownership of each site they supervise with regards to workflow, communications, training, access requests, growth opportunities for the business as well as managing day to day personnel.
Job Duties:
- Ensure Patient Outreach Coordinators consistently communicate with patients compliantly and convey the culture of kindness and value of the hospital-based pharmacies
- Coach Patient Outreach Coordinators on calling best practices, conversational techniques including how to listen, understand, respond, and confirm patients’ concerns about their care, pharmacy needs, and socioeconomic situations
- Complete audits of team in DialPad, TelemetryRX application, Electronic Medical Records, and other required systems to ensure effective communications with patients, efficient workflow, and compliant conversations with potential patients of hospital partner pharmacies
- Work with a high sense of urgency to manage, monitor, and facilitate any issues and/or escalations related to Outreach Coordinators with hospital partners
- Establish efficient workflows between Patient Outreach Coordinators, Onboarding Specialists and liaison team via collaboration with clinical integration team, on site managers, and Patient Outreach Management
- Manage all aspects of ADP, PTO, and Time Reports for team members
- Provide front line supervision and ongoing coaching and performance management to Patient Outreach Coordinators
- Monitoring and acting all forms of communications between Patient Outreach and other clinical and operational teams as needed
- Manage Telemetry application, email, Microsoft teams communications up to company policy
- Work with on site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
- Patient Outreach team meetings: creating agendas, running meeting, follow up