Director of Patient Engagement (Refills and Inbound Pharmacy Team)

3 weeks ago
Full-time
Executive
Customer and Technical Support
Shields Health Solutions

Shields Health Solutions

Shields Health Solutions is the first and largest company in the nation to integrate specialty pharmacies within hospitals, focusing on improving patient outcomes and system-wide growth. Their programs and data platforms reduce costs, achieve better cl...

Health Care Providers & Services
1K-5K
Founded 2012

Description

  • Oversee daily operations for Specialty Pharmacy refill management and inbound pharmacy call operations.
  • Develop and implement scalable operational strategies to improve service delivery, productivity, and patient support outcomes.
  • Lead strategic discussions with regional and senior leaders to solve problems and drive continuous improvement.
  • Monitor budgets and operational performance to ensure targets are met while maintaining a patient-centered approach.
  • Drive process improvement by assessing workflows, identifying inefficiencies, and implementing best practices.
  • Use CRM platforms, automated refill systems, data analytics, and other technologies to improve efficiency and scalability.
  • Lead, coach, and develop managers, supervisors, team leads, Patient Engagement Specialists, and auditors.
  • Build leadership pipelines through succession planning, mentorship, training, and individualized development plans.
  • Manage work across multiple sites and oversee a team of 75+ employees.
  • Partner with hospital, clinic, regional, clinical, and analytics teams to resolve challenges and improve patient experience.

Requirements

  • Bachelor’s degree in business administration, healthcare administration, or a related field required.
  • Advanced degree such as an MBA or MHA preferred.
  • PharmD or BS in Pharmacy is a plus, but not required.
  • 7+ years of leadership experience in healthcare operations and/or pharmacy operations.
  • 5+ years of experience leading large-scale teams of 70+ employees highly preferred.
  • Experience collaborating with physicians, nurses, and clinical staff in hospital and/or provider settings highly preferred.
  • Strong background in process development, process mapping, and process improvement.
  • Experience in specialty pharmacy operations is highly preferred, including refill management, prior authorization workflows, benefits investigations, and patient financial assistance.
  • Prior contact center operations experience or similar experience is helpful but not required.
  • Ability to travel 15%–20% as needed to support business and partner needs.

Benefits

  • Remote work location.
  • Opportunity to work in a high-growth, fast-paced environment.
  • Role with meaningful impact on patient experience and specialty pharmacy outcomes.
  • Career development through coaching, mentorship, leadership training, and succession planning.
  • Chance to lead a large, multi-site team and shape operational strategy.

Interested in this position?

Apply directly on the company website

Apply Now

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