Senior Manager, Operations Innovation – RxTriage® & Pharmacy Infusion Services

Remote with travel nationwide 3-5 days per week

About RxTriage®

• RxTriage® is the extension of the traditional Shields model beyond pharmacy benefit outpatient coverage to provide comprehensive patient support independent of insurance coverage (pharmacy vs. medical) and site-of-care (outpatient self-administered, HOPD, AIC, home infusion, etc.)
• The RxTriage® service line provides differentiated value to health system partners by ensuring patients receive the optimal site of care in a payor landscape rife with site of care restrictions and multiple care options both within and outside of the health system
• The RxTriage® team works with health system partners to understand their site-of-care ecosystem and help navigate patients in need of infusion to the optimal place to receive their care, leading to superior patient health and economic outcomes

 

About the Role

• The Senior Manager, Operations Innovation – RxTriage® will lead the implementation of Shields RxTriage® services across health system partner specialty clinics, coordinating closely with pharmacy infusion services including home infusion, specialty infusion centers, and other hospital‑aligned programs
• Will be responsible for ensuring the holistic success of the program at go‑live, including effective operational handoffs, well‑defined clinical workflows, and achievement of patient success metrics
• The Senior Manager, Operations Innovation – RxTriage® will work closely with health system partner clinical teams, infusion sites, and pharmacy teams, as well as Shields Operations, Operations Innovation, and Corporate Strategy to successfully stand-up complex workflows.
• Although initially focused on implementing RxTriage® services, this role will be instrumental in the program’s long-term success and offers the opportunity to grow into a broader operational leadership position as RxTriage® expands
• Lead a team of Medical Intake Coordinators and collaborate with Shields in‑clinic resources to ensure workflow fidelity and reliable access to required hospital IT systems.
• Develop and manage detailed project plans, timelines, charters, risk registers, and communication strategies.
• Given the close working relationships and the process/operational work that is required for a successful roll-out, there is significant travel to the hospital partner's location, exact requirements to be determined.

 

Key Responsibilities

Implementation Leadership & Execution

• Develop and manage detailed project plans, timelines, charters, risk registers, and communication strategies.
• Coordinate cross-functional workstreams (pharmacy, nursing, IT, revenue cycle, compliance, supply chain, facilities, etc.) to ensure operational readiness.
• Conduct prelaunch assessments to determine site readiness, workflow needs, staffing models, and training requirements.
• Ensure smooth go live execution and act as the primary point of contact for issue resolution.

Project & Program Management

• Manage multiple concurrent implementations at varying stages of development.
• Track progress against milestones, proactively identify risks, and initiate mitigation strategies.
• Monitor budget, resource allocation, and scope; escalate variances as needed.
• Create and distribute regular status reports and executive level updates.
• Stakeholder Engagement & Communication
• Serve as the central liaison among internal teams, external partners, clinical leadership, and operational stakeholders.
• Facilitate project meetings, leadership briefings, and post implementation reviews.
• Build strong relationships to drive alignment, adoption, and long-term sustainability of new programs.

Operational Optimization & Standardization

• Support development and refinement of standardized implementation playbooks, operating procedures, and best practices.
• Analyze workflow data and operational outcomes to optimize future implementations.
• Promote continuous improvement and ensure all programs adhere to clinical, regulatory, and operational compliance standards.

 

Experience / Requirements

Required:

• Bachelor’s degree in Pharmacy, Healthcare Administration, Business, Nursing, or related field
• 5+ years of experience in pharmacy operations, infusion services, healthcare operations, healthcare project management or related roles.
• 3+ years of project management or implementation experience, with proven ability to manage multiple large-scale projects simultaneously.
• Exceptional communication, facilitation, and stakeholder management skills.
• Demonstrated ability to lead cross functional teams without direct authority.
• Proficiency in project management tools (MS Project, Smartsheet, Asana, etc.).

Preferred

• Master’s degree (MBA, MHA, PharmD, MS in Healthcare Management)
• PMP, Lean Six Sigma, or similar certification.
• Strong understanding of infusion pharmacy workflows, regulatory requirements, accreditation standards (URAC, ACHC, Joint Commission), and reimbursement processes.
• Experience launching new infusion centers, home infusion programs, or specialty pharmacy services.
• Familiarity with EMRs, infusion software platforms, and pharmacy system integrations.