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

Responsibilities

• Operational Leadership & Strategy
• Oversee daily operations related to Specialty Pharmacy prior authorization and patient financial assistant 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.
• 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.
• 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 Supervisors, Regional Team Leads, and Patient Support Advocates, 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 PSC 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 clien

Benefits

Additional Information

The Director of Patient Support Center will lead the Prior Authorization and Financial Assistance team. Location: Remote Shields Health Solutions is seeking a dynamic, strategic, and hands-on leader to oversee a key portion of our Specialty Pharmacy Patient Support Center (PSC) operations. This role is ideal for an experienced leader with a strong healthcare or pharmacy operations background, proven leadership in managing large teams and high-volume operations, and a track record of driving operational excellence in a fast-growing environment. Success in this role requires strong familiarity with the prior authorization process, navigating financial assistance programs, operational workflows in pharmacy settings, and clinical insight into key disease states commonly managed in specialty pharmacy. As the Director of the Patient Support Center, you will lead a team that supports prior authorization and patient financial assistance workflows through a large national team of certified pharmacy technicians. This role is responsible for driving both the quality and productivity of work across team members, with direct oversight of key operational metrics including turnaround times, approval accuracy, and volume management across multiple workflow tracking systems and hospital EMRs. Equal emphasis is placed on ensuring work is executed consistently, compliantly, and to established quality standards, reinforcing accountability and operational excellence across the team. Designed for leaders who excel in fast‑paced, patient‑centered environments, this position requires strong cross‑functional collaboration and agility. Flexibility is essential, as leaders may be called upon to support either PSC or EC operations in alignment with evolving organizational priorities. Position Highlights: Lead & Inspire High-Performing Teams - Provide strategic leadership to a large team of Patient Support Advocates and/or Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability. This role is currently focused on Patient Support Center team and functions, but as business needs change there could be a need to take on other Shared Service functions and responsibilities. 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

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