Director of Patient Engagement (Refills and Inbound Pharmacy Team)

Position Highlights

Lead & Inspire High-Performing Teams – Provide strategic leadership to a large team of Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability
Develop & Elevate Talent – Invest in the growth and career development of employees, empowering them through coaching, mentorship, and performance-driven leadership
Drive Operational Excellence at Scale – Oversee large-scale healthcare operations, implementing best practices and innovative solutions to enhance efficiency and patient outcomes
Thrive in a High-Growth, Fast-Paced Environment – Play a key role in scaling operations within a rapidly expanding organization that is transforming specialty pharmacy management
Make a Meaningful Impact – Directly contribute to improving the patient experience by ensuring seamless support, high-quality service delivery, and patient-centered care

Key Responsibilities

• Operational Leadership & Strategy
• Oversee daily operations related to Specialty Pharmacy refill management and inbound pharmacy call operations
• Develop and implement scalable operational strategies that enhance service delivery, productivity, and patient support outcomes
• Lead and facilitate strategic discussions with regional and senior leadership teams to identify challenges, develop solutions, and drive continuous operational improvements
• Maintain budgets, ensuring operational performance targets are met while maintaining a patient-centered approach
• Drive continuous process improvement initiatives by assessing workflows, identifying inefficiencies, and implementing best practices across the broader team
• Leverage technology solutions (CRM platforms, automated refill systems, data analytics, and other technology that will drive efficiency and scalability)
• Provide visibility and career advancement opportunities through leadership training, succession planning, and mentorship programs
• Oversee and prioritize work across multiple sites with responsibility for 75+ employees
• Team Leadership & Talent Development
• Build, inspire, and develop a highly performing, engaged team by providing clear direction, motivation, and professional growth opportunities
• Provide coaching, feedback, and development to direct reports, including EC Supervisors, Team Leads, Patient Engagement Specialists, and auditors, to ensure alignment of performance expectations
• Create individualized development plans for team members, leveraging the Leadership Development Model (LDM) to help them reach their full potential
• Lead the identification and development of future leaders within the EC, ensuring a strong leadership pipeline for continued growth
• Ability to lead teams through operational challenges and unexpected disruptions as well as manage conflict resolution using de-escalating techniques to support team as well as client expectations
• Stakeholder & Cross-Functional Collaboration
• Establish and maintain strong relationships with Regional Vice Presidents (RVPs) and their regional leadership teams to ensure health system and clinic satisfaction
• Serve as a trusted partner and subject matter expert to hospital and clinic leadership, helping resolve operational challenges and drive service excellence
• Partner with data analytics and other functional teams to evaluate performance metrics, execute improvement initiatives, and support data-driven decision-making
• Engage with hospital clinic leaders to proactively address barriers to medication adherence, such as refill management, to develop innovative solutions to enhance patient support
• Stakeholder influence in a matrixed organization will be necessary to influence people without direct authority (particularly true when working with client partners and regionally facing support teams)
• Performance Management & Compliance
• Ensure consistent adoption of best practices across all EC operations, driving alignment with Shields Health Solutions' mission and values
• Create and track key performance indicators (KPIs) using data analytics to measure success, identify opportunities, and drive performance enhancements. (KPIs to include things such as refill adherence rates, productivity, and similar types of key measures)
• Maintain high accountability in balancing patient care, productivity, service levels, and operational targets
• Lead projects and sponsor initiatives that leverage technology and automation to optimize patient support operations
• Ensure compliance with HIPAA regulations and uphold ethical standards in handling patient information and company proprietary data
• Other Responsibilities
• Travel as necessary to support business operations and health system partner needs (estimated 15%-20%)
• Other duties as assigned

Education / Certifications

Bachelor’s degree in business administration, healthcare administration, or a related field required
Advanced degrees (e.g., MBA, MHA, or equivalent) preferred but not required
PharmD or BS in Pharmacy is a plus but not required (state certification not necessary)

Experience

7+ years of leadership experience in healthcare operations and/or pharmacy operations, with a track record of driving efficiency and performance
5+ years of experience leading large-scale operations teams (70+ team members) highly preferred, with a demonstrated ability to build and develop high-performing teams
Proven experience collaborating with healthcare professionals, including physicians, nurses, and clinical staff, in hospital and/or provider settings (highly preferred)
Expertise in process development, process mapping, and process improvement, with a strong focus on optimizing pharmacy operations and enhancing patient outcomes
Self-directed and highly capable of managing complex operations with limited direct oversight, while driving strategic initiatives
Experience in specialty pharmacy operations is highly preferred, with a strong understanding of specialty refill management, prior authorization workflows, benefits investigations, and patient financial assistance
Prior contact center operations experience or similar type experience would be helpful (but not required)

Skills

Executive Presence & Influence – Ability to influence without direct authority, collaborating effectively with regional leaders, on-site clinical staff, and business partners to drive alignment and achieve strategic goals
Decision-Making & Negotiation – Skilled in making high-impact decisions and negotiating with senior leaders to achieve mutually beneficial outcomes while maintaining organizational priorities
Leadership & Team Development – Ambitious leader with a proven ability to inspire, mentor, and develop Engagement Center (EC) team leaders and Engagement Specialists, fostering a high-performance culture
Operational & Strategic Management – Strong operational acumen with the ability to evaluate trends, assess key performance metrics, and identify opportunities for continuous improvement in pharmacy operations
Performance Management – Experienced in managing and coaching teams to meet and exceed quantitative metrics while ensuring clinical quality and patient-centered outcomes
Training & Employee Engagement – Adept at designing and delivering training programs, leading by example, and leveraging motivational techniques to enhance employee engagement and professional growth
Patient-Centered & Quality-Focused – Committed to delivering exceptional patient care, ensuring operational excellence, and maintaining high integrity, attention to detail, and accountability
Effective Communication & Emotional Intelligence – Strong listening, teaching, and communication skills, with the ability to build relationships, foster collaboration, and resolve challenges with empathy and professionalism
Change Management & Problem-Solving – Open-minded and adaptable change agent with a creative, solutions-oriented mindset, willing to take initiative and drive process improvements in a fast-paced environment
Confidentiality & Professionalism – Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations