Director of Patient Engagement (Refills and Inbound Pharmacy Team)

Director of Patient Engagement - Refill management and inbound pharmacy call operations team

Location: Remote

Shields Health Solutions is seeking a dynamic, strategic, and hands-on leader to oversee a key portion of our Specialty Pharmacy Engagement Center (EC) operations. This role is ideal for an experienced leader with a strong healthcare or pharmacy operations background, proven leadership in scaling high-performing teams, and a track record of driving operational excellence in a fast-growing environment.

As the Director of Patient Engagement, you will be responsible for leading a team of managers and supervisors who oversee Patient Engagement Specialists, ensuring the delivery of high-quality, patient-centered support services. You will drive operational efficiency, best practice adoption, and process improvement initiatives while fostering a culture of accountability, engagement, and professional development.

Success in this role requires a visionary leader and problem-solver who can challenge the status quo, drive innovation, and implement scalable solutions that enhance Shields' partnerships with hospital systems. You will work cross-functionally with regional leaders, clinical teams, and senior executives to continuously improve operations, elevate service levels, and optimize patient experiences. If you thrive in high-growth, patient-focused environments, excel at leading large teams, and are passionate about developing people while driving operational success, we invite you to be a key part of Shields' mission to drive differentiated patient outcomes in specialty pharmacy management.

  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

Monitor and manage 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

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