Director, Patient Support Center (Prior Authorization & Financial Assistance team)

Key Responsibilities

• Oversee daily operations related to Specialty Pharmacy prior authorization and patient financial assistance operations. Other expanded responsibilities could include benefits investigations, refill management, patient outreach calls, ensuring efficiency and compliance with industry’s best practices.
• 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).

Team Leadership & 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 PSC- 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 PSC ensuring a strong leadership pipeline for continued growth.

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, prior authorizations, and high financial co-pays, developing innovative solutions to enhance patient support.

Performance Management & Compliance

• Ensure consistent adoption of best practices across all PSC 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, Prior Authorization Turn Around Time, Financial Assistance completion rates, 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 20%-25%).
• Other duties as assigned.