At Shields, we pride ourselves on our culture of inclusion and kindness and the difference we make in patients' lives every day. We are tremendously proud to be certified as a ‘Great Place to Work’ four years in a row. In 2022, we were awarded US Fortune Best Workplaces in Health Care™, Fortune Best Workplaces for Millennials™ & Fortune Best Workplaces for Women™.

Improving lives and elevating performance are at the heart of everything we do. That’s why more health system leaders trust Shields to elevate access, outcomes and growth within specialty pharmacy — delivering value throughout the entire health system. Leveraging our proven Shields Performance Platform – we deliver the financial results that health systems demand and the superior outcomes patients deserve. With the foremost leaders in specialty pharmacy on our team; proven success partnering with more than 70 health systems; and a vested interest in delivering measurable results – we are the partner health systems trust to transform their specialty pharmacy into a powerful growth engine and elevate performance where it matters most.

*Hybrid role in New York City*

(On-site 2-3x per week)

The Senior Manager of Operations is a key member of the Shields operations team tasked with managing Operations Associates and/or Regional Integration Managers and/or MPS teams. The Senior Manager of Operations is responsible for ensuring the timeliness and quality of internal data analytics reporting, maintaining management of accreditation-related reporting, soliciting and implementing feedback from MPS and Sr. MPS-level users, and training new operations, and/or Implementation and MPS team members. The Senior Manager of Operations works as a peer to Sr. MPS and Clinical MPS stakeholders, reporting directly to the Site Director or RVP of Operations. The ideal candidate should have a strong interest and experience in operations, data analytics, and process improvement. Applicant should be analytically oriented, a problem solver, experienced with Shields data tools, results driven, and be able to collaborate as the leader of a close-knit team.

Key Responsibilities

• Directly manage team of Operations Associates and/or Regional Integration Managers and/or MPS team members by clearly assigning tasks, ensuring their completion, evaluating quality of materials / analyses, to ensure quality standards are consistently met
• Proactively solicit feedback and identify solutions from end users of operations-driven content (primarily MPS, Sr. MPS, Regional Integration Manager) and implement reporting adjustments or process improvement to better support operational needs, either across the region or on a site-by-site basis
• Maintain high-level accountability over reports and analysis including, but not restricted to, refills, MSOT, patient engagement and onboarding, operational efficiency, waterfall, clinic implementation materials, clinic optimization materials, enrollment-to-fill, URAC gap lists, test claim reversal management, and 340b claim management
• Support clinic implementation through managing the development of quality launch materials, including data analysis supporting volume expectations and staffing
• Coordinate training and education of new operations associates, and/or Regional Integration Managers and MPS team members, developing a project plan and timing expectations for new hires to learn reporting suite
• Partner with regional leadership to design and develop ad-hoc analyses or processes that support the core operation, serving as liaison to the operations function
• Proactively communicate staffing needs to regional leadership with clear demonstration of need and proposed re-allocation of existing / future workstreams
• Drive innovation in operations reporting based on feedback, changes to data availability, or other observations sources across the operations team
• Proactively identify, implement, and lead improvement initiatives at health system partners to drive growth and efficiency
• Develop an equitable, collaborative working environment for operations associates and/or Regional Integration Managers and MPS team members, enabling stretch assignments and communicating ideas/developments across sites
• Help empower and enable site leaders to meet or exceed refill, onboard, and efficiency targets
• Drive accountability across internal and external stakeholders
• [Site-dependent] Coordinate new hire onboarding tasks to ensure seamless integration post-hire
• Support other growth initiatives within the region as needed in coordination with regional leadership

Education & Experience