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 Speci