Manager of Patient Engagement and Pharmacy Operations

Responsibilities

• Oversee daily operations for patient medication refill administration and inbound pharmacy inquiries
• Lead and manage a team of 50+ employees, including supervisors and regional team leads
• Ensure timely and accurate completion of all patient care needs
• Manage productivity, quality standards, and auditing for the team
• Handle clinic and hospital service level escalations and develop resolution action plans
• Develop staffing plans and forecasts to align with regional needs and productivity targets
• Identify training needs and implement improvements to support team development
• Partner with leadership to launch new health systems, clinics, and service offerings
• Coach and mentor supervisors in performance management and engagement strategies
• Provide data-driven insights and reporting to support business needs

Requirements

• 3-5+ years of leadership experience, preferably managing teams of 30+ members
• Bachelor's degree preferred (Business Administration or Healthcare related fields)
• Strong operational management skills in high-volume environments (call center or contact center)
• Proficiency in Microsoft Office, particularly Excel (formulas, data manipulation, and graphing)
• Ability to travel up to 20% as required by business needs

Preferred Qualifications

• 5+ years of experience in pharmacy, healthcare, or health payor sectors
• Experience with Pharmacy dispensing or EMR systems (Willow, Qs1, or RX30)
• Proven ability to influence senior leaders and manage complex projects

About the Company

Shields Health Solutions is a fast-growing company focused on providing high-quality healthcare services and patient engagement solutions.