Pharmacy Patient Services Operations Manager

Responsibilities

• Oversee daily operations for patient medication refill administration and inbound pharmacy inquiries
• Lead a team of 50+ employees, including supervisors and regional team leads
• Manage clinic and hospital service level escalations and develop resolution action plans
• Monitor team productivity and ensure high quality standards through regular auditing
• Develop staffing plans and forecasts to align with regional needs and productivity targets
• Coordinate new clinic launches by ensuring staffing, workflows, and training are ready
• Coach and mentor supervisors in performance management and engagement strategies
• Partner with regional leaders to identify opportunities for service model improvements

Requirements

• 3-5+ years of leadership experience, preferably managing teams of 30+ members
• 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
• High integrity and ability to maintain confidentiality of sensitive health information

Preferred Qualifications

• Bachelor's degree in business administration or a healthcare-related field
• 5+ years of experience in pharmacy, healthcare, or health payor sectors
• Experience with pharmacy dispensing or EMR systems (Willow, Qs1, or RX30)

About the Company

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