• Grow the number of new patients filling at a Shields Health System partner pharmacy. • Work towards building the fundamental elements to move this role into a synthetic P&L (i.e. ability to accurately track costs, track revenue, and track margin associated with this programs activities). • Motivate, lead, and inspire direct reports and key stakeholders. • Identify new methods to bring patients on to Shields Service (to include, but not limited to expanding current waterfall strategy, direct campaigns, new payor access, new drug access, MSOT opportunities, PA/FA renewal opportunities, QA, new clinic launches). • Partner with supervisors to monitor and review performance KPIs across assigned portfolio, supporting achievement of enrollment, engagement, refill QA, and productivity targets. • Provide coaching and guidance to supervisors to support team performance and professional development. • Continue to build out a full program that quickly launches into new Health System opportunities. • Ability to solve problems and navigate challenging business problems. • Partner with business analytics team to build out necessary analytics dashboards and reporting. • Partner with TRX team to build out necessary functionality to successfully manage the business operations. • Ensure every team member follows compliance standards and that these standards are carefully and actively monitored. • Employ creative strategies to constantly improve and iterate on patient engagement approach, including A/B testing to continuously improve patient messaging, value proposition highlighting, and overall call structure. • Collaborate with in-clinic resources, regional managers, and directors to optimize process, systems, messaging, and alignment strategies. • Ability to craft compelling messages that share the Shields value story and engage patients through outbound calling programs. • Lead by example and demonstrate our core values. Foster and maintain a respectful, hardworking, winning culture. • Protect Shields values by keeping information confidential.

• Provide strategic and operational leadership for outpatient Pharmacy Informatics services • Oversee Epic Care Ambulatory, Epic Willow Ambulatory, Epic Beacon, and related technology platforms • Lead workflow optimization and enhancement requests • Partner with Pharmacy Operations, IT, and clinical leaders to improve system performance • Drive governance, change management, and standardization efforts for outpatient pharmacy services

• The Pharmacy Manager – Clinical Informatics provides operational and strategic leadership for enterprise Pharmacy Informatics services across Cleveland Clinic's U.S. and London locations • This role oversees medication order workflows, clinical decision support, smart pump integration, and enterprise medication-use technology. • Responsibilities include directing system optimization, troubleshooting, end-user support, and strategic informatics initiatives • Drive governance, change management, issue resolution, and technology innovation for medication management across the enterprise

• Coordinate and process medication refills, including data entry and claim adjudication • Place outbound refill calls and assist patients through the refill request • Respond to and resolve inbound patient and provider inquiries • Clarify prescription orders with pharmacists or clinical staff • Maintain and update patient and prescription data in software systems • Spot trends, recommend improvements, and support process-improvement initiatives • Partner with cross-functional teams to deliver a seamless patient experience • Maintain confidentiality and uphold high-quality service standards