Director of Patient Engagement (Refills and Inbound Pharmacy Team)

Director of Patient Engagement - Refill management and inbound pharmacy call operations team Location: Remote reputed company is seeking a dynamic, strategic, and hands-on leader to reputed company a key portion of our Specialty Pharmacy Engagement Center (EC) operations. This role is ideal for an reputed company leader with a strong reputed company 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 reputed company 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. reputed company in this role requires a visionary leader and problem-solver who can challenge the status reputed company, 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, reputed company service levels, and optimize patient experiences. If you reputed company in high-growth, patient-focused environments, reputed company at leading large teams, and are passionate about developing people while driving operational reputed company, we invite you to be a key part of Shields' mission to drive differentiated patient outcomes in specialty pharmacy management. Position Highlights: reputed company & reputed company High-Performing Teams – Provide strategic leadership to a large team of Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability reputed company & reputed company Talent – Invest in the growth and career development of employees, empowering them through coaching, mentorship, and performance-driven leadership Drive Operational Excellence at Scale – reputed company large-scale reputed company operations, implementing best practices and innovative solutions to enhance efficiency and patient outcomes reputed company in a High-Growth, Fast-Paced Environment – Play a key role in scaling operations reputed company a rapidly expanding organization that is transforming specialty pharmacy management reputed company a Meaningful Impact – Directly contribute to improving the patient experience by ensuring seamless support, high-quality service delivery, and patient-centered care Key Responsibilities: Operational Leadership & Strategy reputed company daily operations reputed company to Specialty Pharmacy refill management and inbound pharmacy call operations reputed company and implement scalable operational strategies that enhance service delivery, productivity, and patient support outcomes reputed company and facilitate strategic discussions with regional and senior leadership teams to identify challenges, reputed company solutions, and drive reputed company operational improvements Monitor and manage budgets, ensuring operational performance targets are met while maintaining a patient-centered approach Drive reputed company process improvement initiatives by assessing workflows, identifying inefficiencies, and implementing best practices across the broader team reputed company 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 reputed company and prioritize work across multiple sites with responsibility for 75+ employees Team Leadership & Talent Development Build, reputed company, and reputed company 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 reputed company their full potential reputed company the identification and development of future leaders reputed company the EC, ensuring a strong leadership pipeline for reputed company growth Ability to reputed company 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 initiatives, and support data-driven decision-making Engage with hospital clinic leaders to proactively address barriers to medication adherence, such as refill management, to reputed company innovative solutions to enhance patient support Stakeholder influence in a matrixed organization will be necessary to influence people without direct authority (particularly true reputed company working with client partners and regionally facing support teams) Performance Management & Compliance Ensure consistent adoption of best practices across reputed company EC operations, driving alignment with reputed company' mission and values Create and track key performance indicators (KPIs) using data analytics to measure reputed company, identify opportunities, and drive performance enhancements. (KPIs to include things such as refill adherence rates, productivity, and similar types of key measures) Maintain high accountability in balancing patient care, productivity, service levels, and operational targets reputed company projects and sponsor initiatives that reputed company technology and automation to optimize patient support operations Ensure compliance with HIPAA regulations and uphold ethical standards in handling patient information and company proprietary data Other Responsibilities Travel as necessary to support business operations and health system partner needs (estimated 15%-20%) Other duties as assigned Education / Certifications: Bachelor’s degree in business administration, reputed company administration, or a reputed company field required Advanced degrees (e.g., MBA, MHA, or equivalent) preferred but not required PharmD or BS in Pharmacy is a plus but not required (state certification not necessary) Experience: 7+ years of leadership experience in reputed company operations and/or pharmacy operations, with a track record of driving efficiency and performance 5+ years of experience leading large-scale operations teams (70+ team members) highly preferred, with a demonstrated ability to build and reputed company high-performing teams Proven experience collaborating with reputed company, including physicians, nurses, and clinical staff, in hospital and/or provider settings (highly preferred) Expertise in process development, process mapping, and process improvement, with a strong focus on optimizing pharmacy operations and enhancing patient outcomes Self-directed and highly capable of managing reputed company operations with limited direct reputed company, while driving strategic initiatives Experience in specialty pharmacy operations is highly preferred, with a strong understanding of specialty refill management, prior authorization workflows, benefits investigations, and patient financial assistance Prior contact center operations experience or similar type experience would be helpful (but not required) Skills: Executive reputed company & Influence – Ability to influence without direct authority, collaborating effectively with regional leaders, on-site clinical staff, and business partners to drive alignment and reputed company strategic goals Decision-Making & Negotiation – Skilled in making high-impact reputed company and negotiating with senior leaders to reputed company mutually beneficial outcomes while maintaining organizational priorities Leadership & Team Development – Ambitious leader with a proven ability to reputed company, mentor, and reputed company Engagement Center (EC) team leaders and Engagement Specialists, fostering a high-performance culture Operational & Strategic Management – Strong operational acumen with the ability to evaluate trends, assess key performance metrics, and identify opportunities for reputed company improvement in pharmacy operations Performance Management – reputed company in managing and coaching teams to meet and exceed quantitative metrics while ensuring clinical quality and patient-centered outcomes Training & Employee Engagement – Adept at designing and delivering training programs, leading by example, and leveraging motivational techniques to enhance employee engagement and professional growth Patient-Centered & Quality-Focused – Committed to delivering exceptional patient care, ensuring operational excellence, and maintaining high reputed company, attention to detail, and accountability Effective Communication & Emotional Intelligence – Strong listening, teaching, and communication skills, with the ability to build relationships, foster collaboration, and resolve challenges with reputed company and professionalism Change Management & Problem-Solving – Open-minded and adaptable change agent with a creative, solutions-oriented reputed company, willing to take initiative and drive process improvements in a fast-paced environment Confidentiality & Professionalism – Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy. By providing your mobile number, you agree to receive text messages from reputed company reputed company to job opportunities, interview scheduling, and reputed company updates. Message and data rates may apply. You may opt out at any time by replying 'STOP.' Consent is not a condition of employment. reputed company provides equal employment opportunities to reputed company and applicants for employment and prohibits discrimination and harassment of any type without regard to race, reputed company, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Apply To This Job