WILLIAM ETHERIDGE
Shields Health Solutions
Virginia Beach,VA
1
Certification
5
years of professional experience
Results-driven healthcare operations leader with over five years of experience in specialty pharmacy, patient access, and Patient Support Center operations. Led operational initiatives, developed talent, and enhanced patient access through data-driven insights. Established collaborative partnerships and advanced strategic priorities in complex healthcare environments.
Work History
Supervisor, Patient Support Services
10 Months- Lead and develop Patient Support Advocates through performance management, coaching, career development planning, and employee engagement initiatives.
- Oversee daily operations supporting prior authorization, benefits investigation, financial assistance, and specialty medication access workflows.
- Monitor productivity, quality, turnaround times, and service-level performance metrics to identify trends, mitigate risks, and drive continuous improvement.
- Conducted coaching sessions, performance reviews, and action planning to enhance individual and team performance.
- Collaborate with clinic leadership, pharmacy teams, and cross-functional stakeholders to resolve escalations and improve patient access outcomes.
- Drive process improvement initiatives focused on operational efficiency, quality performance, patient experience, and service excellence.
- Analyzed operational dashboards and KPI performance to deliver actionable recommendations for leadership decision-making.
- Drove process improvement initiatives to enhance operational efficiency, quality performance, and patient experience.
Operations Associate
2 Years 2 Months- Collaborated as a strategic operational partner to support specialty pharmacy programs across various health system partners, clinic sites, and service lines.
- Coordinated day-to-day operations, clinic implementations, workflow expansions, and enterprise growth initiatives to enhance service delivery.
- Led operational planning activities for new clinic implementations, including rollout schedules, staffing coordination, readiness planning, implementation tracking, and operational support.
- Partnered with Regional Operations leadership to support workforce planning, hiring activities, onboarding processes, and new hire readiness initiatives.
- Coordinated onboarding activities, training schedules, travel logistics, and operational readiness requirements for newly hired Specialty Liaisons.
- Conducted clinic and liaison workflow audits, analyzed findings, and provided recommendations to operational leadership to improve compliance, consistency, and performance.
- Compiled and analyzed operational and financial performance data, presenting insights to leadership teams for informed decision-making.
- Monitored key performance indicators related to enrollment trends, refill adherence, and patient engagement to identify improvement areas and support operational goals.
- Developed reporting packages and business reviews utilizing Tableau, Excel, and operational dashboards to identify trends, risks, and improvement opportunities.
- Supported capacity planning and operational forecasting related to clinic growth, medication expansions, and evolving business needs.
- Served as a liaison between health system partners, pharmacy operations, IT teams, and operational leadership to resolve barriers and ensure seamless workflow execution.
- Assisted with employee engagement initiatives, team-building activities, and organizational culture-building efforts.
Pharmacy Liaison
2 Years 3 Months- Functioned as the main liaison between patients, providers, payors, and pharmacy teams to facilitate timely access to specialty medications.
- Managed the full patient journey, including benefits investigations, prior authorizations, financial assistance enrollment, medication fulfillment coordination, and refill management.
- Collaborated with providers, nurses, and clinic staff to resolve access barriers and ensure timely treatment initiation.
- Worked directly with payors, manufacturers, and assistance programs to secure coverage approvals and reduce financial barriers to treatment.
- Monitored refill adherence and patient engagement activities to support continuity of care and medication retention.
- Maintained documentation and ensured compliance with organizational, payor, and regulatory standards to support operational integrity.
- Managed high-volume caseload while meeting productivity, quality, and service-level expectations to ensure efficient patient support.
- Built strong relationships with clinical and operational stakeholders to improve workflow efficiency and enhance patient experience.
- Supported onboarding efforts and provided workflow guidance to peers, facilitating best-practice sharing for improved team effectiveness.
Education
High School Diploma
Skills
Patient operations
Authorization management
Benefits Investigation
Financial assistance
Pharmacy operations
Operations Management
Process Improvement
KPI Analysis
Operational reporting
Change Management
Workforce Planning
Strategic Operations
People Leadership
Performance Management
Employee Development
Staff management
Training
Team building
Data Visualization
Escalation Management
Patient Advocacy
Team leadership
Results Driven
Coaching Strategies
Conflict management
Goal oriented
Staff development
Accomplishments
- Promoted from Pharmacy Liaison to Operations Associate and subsequently to Supervisor, demonstrating sustained leadership growth and organizational impact.
- Lead performance management, coaching, and employee development efforts to improve quality, productivity, and service-level outcomes.
- Supported new clinic launches, workflow implementations, and operational readiness initiatives across multiple health system partners.
- Leveraged KPI reporting, Tableau dashboards, and trend analysis to identify opportunities, mitigate risks, and support strategic decision-making.
- Partnered with cross-functional stakeholders to resolve escalations, remove patient access barriers, and improve operational performance.
- Contributed to hiring, onboarding, mentoring, and talent development initiatives that support succession planning and organizational growth.
Certification
Certified Pharmacy Technician (CPhT), Pharmacy Technician Certification Board (PTCB)
Timeline
Supervisor, Patient Support Services
Shields Health Solutions
11.2025 - CurrentRead More
Operations Associate
Shields Health Solutions
09.2023 - 11.2025Read More
Pharmacy Liaison
Shields Health Solutions
05.2021 - 08.2023Read More
Currituck County High School
High School Diploma
Read More