Director of Patient Outreach (Enrollment)

Position Overview

Shields is searching for an exceptional, hands-on operations leader to support a key growth driver enrolling new patients to the care model. This role is ideal for candidates with a background in healthcare or pharmacy operations and experience managing and scaling large, fast-paced, high functioning business units.

Responsibilities

• Oversee daily operations of outreach teams and ensure alignment to strategic initiatives
• Develop and implement scalable operational strategies that enhance and align to continued growth
• Lead and facilitate strategic discussions with regional and senior leadership teams to identify challenges, develop solutions, and drive continuous operational improvements
• Maintain high accountability in balancing patient care, productivity, and operational targets
• Ensure consistent adoption of best practices across all CO 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
• Provide visibility and career advancement opportunities through leadership training, succession planning, and mentorship programs
• Establish and maintain strong relationships with Regional Vice Presidents (RVPs) and their regional leadership teams to ensure health system and clinic satisfaction
• Partner with data analytics and other functional teams to evaluate performance metrics, execute improvement initiatives, and support data-driven decision-making
• Travel as necessary to support business operations and health system partner needs (estimated 15%-20%)

Talent Development

• Build, inspire, and develop a high performing, engaged team by providing clear direction, motivation, and professional growth opportunities
• Provide coaching, feedback, and development to direct reports, including CO Managers, Supervisors, Senior/Team Leads, and Patient Outreach Team members to ensure alignment with 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 Outreach team, ensuring a strong leadership pipeline for continued growth

Qualifications

• 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)
• 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 (50+ team members) highly preferred, with a demonstrated ability to build and develop high-performing teams
• 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, benefits investigations, and patient financial assistance