Director, Patient Support Center

At Shields, we pride ourselves on our culture of inclusion and kindness and the difference we make in patients' lives every day. We are tremendously proud to be certified as a ‘Great Place to Work’ four years in a row. In 2022, we were awarded US Fortune Best Workplaces in Health Care™, Fortune Best Workplaces for Millennials™ & Fortune Best Workplaces for Women™.

Improving lives and elevating performance are at the heart of everything we do. That’s why more health system leaders trust Shields to elevate access, outcomes and growth within specialty pharmacy — delivering value throughout the entire health system. Leveraging our proven Shields Performance Platform – we deliver the financial results that health systems demand and the superior outcomes patients deserve. With the foremost leaders in specialty pharmacy on our team; proven success partnering with more than 70 health systems; and a vested interest in delivering measurable results – we are the partner health systems trust to transform their specialty pharmacy into a powerful growth engine and elevate performance where it matters most.

 

Location:  Boston area / Remote with travel to Boston or supported Client Sites

Shields Health Solutions is seeking a dynamic, strategic, and hands-on leader to oversee a key portion of our Specialty Pharmacy Patient Support Center (PSC) operations – with flexibility to support any of the Shared Services departments such as the Engagement Center (EC) in the future based on evolving business needs. This role is ideal for an experienced leader with a strong healthcare or pharmacy operations background, proven leadership in managing large teams and high-volume operations, and a track record of driving operational excellence in a fast-growing environment. 

Success in this role requires strong familiarity with the prior authorization process, operational workflows in pharmacy settings, and clinical insight into key disease states commonly managed in specialty pharmacy.

As the Director of the Patient Support Center, you will lead a team that supports prior authorization and patient financial assistance workflows through a large national team of certified pharmacy technicians. This includes overseeing key productivity metrics such as turnaround times, approval rates, and volume management across various workflow tracking systems and hospital EMRs.  

This position is designed for leaders who thrive in high-growth, patient-focused environments and can seamlessly collaborate across departments. Flexibility is critical, and leaders in this role may be called upon to support either PSC or EC operations to meet organizational priorities

 

Position Highlights:

• Lead & Inspire High-Performing Teams – Provide strategic leadership to a large team of Patient Support Advocates and/or Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability. This role is currently focused on Patient Support Center team and functions, but as business needs change there could be a need to take on other Shared Service functions and responsibilities.
• 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 prior authorization and patient financial assistant operations.   Other expanded responsibilities could include benefits investigations, refill management, patient outreach calls, ensuring efficiency and compliance with industry’s best practices.
• 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 acros