Director of Patient Engagement (Refills and Inbound Pharmacy Team)

Director of Patient Engagement - Refill management and inbound pharmacy call operations team

Location: Remote

Shields Health Solutions is seeking a dynamic, strategic, and hands-on leader to oversee a key portion of our Specialty Pharmacy Engagement Center (EC) operations. This role is ideal for an experienced leader with a strong healthcare 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 oversee 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.

Success in this role requires a visionary leader and problem-solver who can challenge the status quo, 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, elevate service levels, and optimize patient experiences. If you thrive in high-growth, patient-focused environments, excel at leading large teams, and are passionate about developing people while driving operational success, we invite you to be a key part of Shields' mission to drive differentiated patient outcomes in specialty pharmacy management.

Position Highlights:

Lead Inspire High-Performing Teams – Provide strategic leadership to a large team of Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability

Develop Elevate Talent – Invest in the growth and career development of employees, empowering them through coaching, mentorship, and performance-driven leadership

Drive Operational Excellence at Scale – Oversee large-scale healthcare operations, implementing best practices and innovative solutions to enhance efficiency and patient outcomes

Thrive in a High-Growth, Fast-Paced Environment – Play a key role in scaling operations within a rapidly expanding organization that is transforming specialty pharmacy management

Make 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

Oversee daily operations related to Specialty Pharmacy refill management and inbound pharmacy call operations

Develop and implement scalable operational strategies that enhance service delivery, productivity, and patient support outcomes

Lead and facilitate strategic discussions with regional and senior leadership teams to identify challenges, develop solutions, and drive continuous operational improvements

Monitor and manage budgets, ensuring operational performance targets are met while maintaining a patient-centered approach

Drive continuous process improvement initiatives by assessing workflows, identifying inefficiencies, and implementing best practices across the broader team

Leverage 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

Oversee and prioritize work across multiple sites with responsibility for 75+ employees

Team Leadership Talent Development

Build, inspire, and develop 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 reach their full potential

Lead the identification and development of future leaders within the EC, ensuring a strong leadership pipeline for continued growth

Ability to lead 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…