Director of Patient Engagement (Refills and Inbound Pharmacy Team)

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 initiat

Benefits

Additional Information

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

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