Director of Patient Support Operations

As Director of Patient Support Operations for Shields, Angela is responsible for overseeing the day to day operations of Shield’s centralized Patient Support Operations Center. In that role, Angela leads the Patient support Center team in providing the highest quality experience for patients in specialty clinics by securing financial assistance, handling inbound and outbound call center activities, submitting prior authorizations for medication, and providing administrative support for remote hospital clinics. In addition, Angela works to transform and improve Shield’s Patient Support Center by implementing accountability and communications initiatives. With just over eight years as a Shield’s employee, Angela has held many different titles before becoming Director of Patient Support Operations. Over the years, Angela held the following titles, Patient Liaison, Manager of Customer Care, Manager of Patient Services, Manager of Clinical Integration, and Director of Implementation. While employed as a Shields employee working at UMass Medical Center in Worcester, Angela was awarded the Technician Excellence Award by the Massachusetts Society of Health-System Pharmacists in 2014. Before joining Shields in 2012 as the first Pharmacy Liaison, Angela worked in pharmacy for 20 years, holding roles in retail and hospital/oncology pharmacy. During her time within these roles, her focus has been within compliance, direct patient care, training, and leadership