Director of Patient Engagement – Refills, Inbound Pharmacy Team

Shields Health Solutions

Director of Patient Engagement overseeing refill management and pharmacy operations at Shields Health Solutions. Leading large teams and driving operational excellence in specialty pharmacy management.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

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
Build, inspire, and develop a highly performing, engaged team by providing clear direction, motivation, and professional growth opportunities
Ensure consistent adoption of best practices across all EC operations, driving alignment with Shields Health Solutions' mission and values

Requirements

What you’ll need

Bachelor’s degree in business administration, healthcare administration, or a related field required
7+ years of leadership experience in healthcare 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 develop high-performing teams
Proven experience collaborating with healthcare professionals, 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 complex operations with limited direct oversight, 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

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible working hours
Paid time off
Professional development opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

process developmentprocess mappingprocess improvementdata analyticsbudget managementoperational strategypharmacy operationsrefill managementprior authorization workflowspatient financial assistance

Soft Skills

leadershipteam buildingstrategic thinkingcommunicationmentorshipmotivationcollaborationproblem-solvingorganizational skillsself-direction