Director of Patient Engagement – Refills, Inbound Pharmacy Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise daily activities associated with Specialty Pharmacy refill management and inbound pharmacy call operations.

• Create and execute scalable operational strategies that improve service delivery, productivity, and patient support outcomes.

• Lead and engage in strategic conversations with regional and senior leadership teams to pinpoint challenges, devise solutions, and foster ongoing operational enhancements.

• Monitor and oversee budgets, ensuring operational performance goals are achieved while adopting a patient-centered approach.

• Propel continuous process improvement initiatives by evaluating workflows, recognizing inefficiencies, and applying best practices across the wider team.

• Utilize technology solutions (CRM platforms, automated refill systems, data analytics, and other tools) to enhance efficiency and scalability.

• Offer visibility and career advancement through leadership training, succession planning, and mentorship programs.

• Manage and prioritize work across multiple locations, overseeing a team of over 75 employees.

• Cultivate, motivate, and develop a high-performing, engaged team by providing clear guidance, encouragement, and professional growth opportunities.

• Ensure the consistent implementation of best practices across all EC operations, aligning with the mission and values of Shields Health Solutions.

⛳️ Requirements

• A Bachelor’s degree in business administration, healthcare administration, or a related field is required.

• Over 7 years of leadership experience in healthcare operations and/or pharmacy operations, with a proven ability to drive efficiency and performance.

• At least 5 years of experience leading large-scale operations teams (70+ members) is highly preferred, showcasing a capability to build and nurture high-performing teams.

• Demonstrated experience collaborating with healthcare professionals, including physicians, nurses, and clinical staff, in hospital and/or provider environments (highly preferred).

• Proficiency in process development, mapping, and improvement, with a strong emphasis on optimizing pharmacy operations and enhancing patient outcomes.

• Self-motivated and highly adept at managing complex operations with minimal direct oversight, while steering strategic initiatives.

• Experience in specialty pharmacy operations is highly preferred, with a solid understanding of specialty refill management, prior authorization workflows, benefits investigations, and patient financial assistance.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible working hours

• Paid time off

• Professional development opportunities