Pharmacy Patient Services Operations Manager

Shields Health Solutions

Manager of Patient Engagement leading a team of supervisors and engagement members at Shields Health Solutions. Overseeing operations for patient medication refills and inquiries, ensuring quality and performance.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

This role is responsible for overseeing daily operations related to patient medication refill administration and inbound pharmacy patient inquires
Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurately)
Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing
Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation
Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues
Work with key stakeholders to ensure that proper staffing plans are in place
Actively manage Patient Engagement workflow standardization and best practices to be implemented across the broader Patient Engagement team
Work with the training organization and leadership team to identify training program needs and ensure the implementation of training improvements to support Patient Engagement team training needs
Actively participate with the Talent Acquisition team, Strategic Ops Team, and leadership team to identify best in class methods to identify, recruit, and retain top talent
Work with leadership to identify future leaders or promotional opportunities and assist in the identification and the development of future leaders within the division (Sr., RTLs, Supervisors, etc.)
Lead a team of 50+ employees focused on one site or multiple sites
Work with leadership to develop documented staffing plans and staffing forecasts that align with the needs of the region and productivity targets
Aid in developing monthly service level commentary/insights and action plans to support team monthly reporting cadence
Work with leadership or Strategic Operations Team on any future Patient Engagement service offerings and/or strategic projects or solutions-oriented projects
Work closely with leadership teams, project managers, and regional leaders to develop project plans to launch new health systems and/or clinics
Responsible for actively managing all tasks associated with new clinic launches or new service offerings in the Patient Engagement team by ensuring teams are ready to launch on time (proper staffing forecasts, documented workflows, teams trained, and regional leaders updated on progress)
Coach and mentor new/existing supervisors that need support in a variety of areas: performance management/GROW coaching conversations, interviewing, difficult conversations, overall team engagement strategies
Work very closely with Supervisors, Regional Team Leads, and broader Patient Engagement team members to ensure they remain highly engaged in their role
Partner with regional leaders (RDOs and/or MPS) to identify new opportunities to build strategies that improve overall service models and proactive identification of issues
Proactively share results and service performance to MPS and RDO on supported sites and build a level of trust and accountability through information sharing
Provide proactive and thoughtful insights related to performance reporting
Ensure all reporting meets the needs of the business (work with leadership and other stakeholders to identify any new reporting needs and work with team on solutions to reporting needs)
Collaborate with peers in other centralized services business units to ensure a full view of the region
Travel as necessary to meet the needs of business requirements
Other duties as assigned

Requirements

What you’ll need

Bachelor’s degree is preferred or actively working toward degree (preference in business administration or health care related fields)
3-5+ years of leadership experience required (prefer experience with team sizes of greater than 30+ team members)
5+ years of pharmacy and/or health care and/or health payor experience preferred
3-5+ years of experience in a high-volume operational environment preferred (operations center, call center, contact center, or similar type of people oriented operational environment)

Benefits

Comp & perks

California residents employed by or applying for work at Shields have certain privacy rights.
Health insurance
401(k) matching
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Operational Environment ManagementPerformance ReportingStaffing ForecastingQuality AuditingTeam Productivity Management

Soft Skills

Coaching and MentoringProblem-SolvingCollaborationCommunicationStakeholder Management