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 relation