Director of Patient Engagement

Responsibilities

• Oversee daily operations for Specialty Pharmacy refill management and inbound pharmacy call operations
• Lead and develop a large team of over 75 employees, including managers, supervisors, and specialists
• Implement scalable operational strategies to enhance service delivery and patient support outcomes
• Drive continuous process improvement by assessing workflows and implementing best practices
• Manage budgets and monitor key performance indicators such as refill adherence rates and productivity
• Partner with regional leadership and hospital stakeholders to resolve operational challenges
• Ensure strict compliance with HIPAA regulations and ethical standards
• Travel approximately 15%-20% to support business operations and partner needs

Requirements

• Bachelor’s degree in business administration, healthcare administration, or a related field
• 7+ years of leadership experience in healthcare or pharmacy operations
• 5+ years of experience leading large-scale operations teams (70+ members)
• Expertise in process development, mapping, and improvement
• Proven ability to collaborate with healthcare professionals in hospital or provider settings
• Proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, PowerPoint)

Preferred Qualifications

• Advanced degree such as an MBA or MHA
• PharmD or BS in Pharmacy
• Experience in specialty pharmacy operations (refill management, prior authorization, benefits investigation)
• Prior experience in contact center operations

About the Company

Shields Health Solutions is a leader in specialty pharmacy management, dedicated to driving differentiated patient outcomes through innovative support services and clinical excellence.