Director, Patient Support Center

Responsibilities

• Oversee daily operations for Specialty Pharmacy prior authorization and patient financial assistance
• Develop and implement scalable operational strategies to enhance service delivery and productivity
• Lead and mentor a large team of Patient Support Advocates and Supervisors
• Monitor and manage budgets and key performance indicators (KPIs) such as turnaround times and approval accuracy
• Drive continuous process improvement and leverage technology solutions like CRM platforms and data analytics
• Collaborate with Regional Vice Presidents and hospital leadership to ensure service excellence
• Ensure strict compliance with HIPAA regulations and industry best practices
• Travel approximately 20%-25% to support business operations and health system partners

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 (50+ members)
• Proven experience collaborating with healthcare professionals in hospital or provider settings
• Expertise in process development, mapping, and improvement
• Strong 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
• Experience in contact center operations

About the Company

Shields Health Solutions is a leader in transforming specialty pharmacy management, focusing on improving the patient experience through seamless support and high-quality service delivery.