Director, Patient Support Center Operations - Engagement 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.

 

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 – future business needs could also include Patient Support Center. 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 the Engagement Center, you will be responsible for leading a team of managers and supervisors who oversee Patient Engagement Specialists or Patient Support Advocates, 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 Support Advocates and/or Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability. This role is currently focused on Engagement Center team and functions, but as business needs change there could be a need to take on Patient Support Center 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 refill management and inbound pharmacy call operations.   Other expanded responsibilities could include benefits investigations, and patient financial assistance, ensuring efficiency and compliance with industry 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 across th