Shields Health Solutions is seeking an experienced Director to oversee a key portion of our Specialty Pharmacy Patient Support Center (PSC) operations. In this role, you will lead a large team focused on prior authorization and patient financial assistance workflows, driving operational excellence, quality, and productivity in our fast-growing, patient-centered environment.
What You'll Do
- Oversee daily operations related to Specialty Pharmacy prior authorization and patient financial assistance.
- Develop and implement scalable operational strategies to enhance service delivery, productivity, and patient support outcomes.
- Lead strategic discussions with regional and senior leadership to drive continuous operational improvements.
- Monitor and manage budgets while maintaining operational performance targets.
- Drive continuous process improvement initiatives by assessing workflows and implementing best practices.
- Leverage technology solutions to drive efficiency and scalability.
- Build, inspire, and develop a high-performing, engaged team by providing clear direction, motivation, and growth opportunities.
- Provide coaching, feedback, and development to direct reports including Supervisors, Regional Team Leads, and Patient Support Advocates.
- Create individualized development plans for team members and lead the identification of future leaders.
- Establish and maintain strong relationships with Regional Vice Presidents and regional leadership teams.
- Serve as a trusted partner and subject matter expert to hospital and clinic leadership.
- Partner with data analytics and other functional teams to evaluate performance metrics and support data-driven decision-making.
- Engage with hospital clinic leaders to proactively address barriers to medication adherence, prior authorizations, and high financial co-pays.
- Create and track key performance indicators using data analytics to measure success and drive performance enhancements.
- Maintain high accountability in balancing patient care, productivity, service levels, and operational targets.
- Lead projects that leverage technology and automation to optimize patient support operations.
- Ensure compliance with HIPAA regulations and uphold ethical standards in handling patient information.
- Travel as necessary to support business operations and health system partner needs (estimated 20%–25%).
What We're Looking For
- Bachelor’s degree in Business Administration, Healthcare Administration, or a related field.
- 7+ years of leadership experience in healthcare operations and/or pharmacy operations.
- Proven track record of driving efficiency and performance.
Nice to Have
- Advanced degrees (e.g., MBA, MHA, or equivalent).
- PharmD or BS in Pharmacy.
- 5+ years of experience leading large-scale operations teams (50+ team members).
- Proven experience collaborating with healthcare professionals in hospital and/or provider settings.
- Expertise in process development, process mapping, and process improvement.
- Experience in specialty pharmacy operations.
- Prior contact center operations experience or similar type experience.
Technical Stack
- CRM platforms
- Automated refill systems
- Data analytics
- Workflow tracking systems
- Hospital EMRs
Team & Environment
You will provide direct oversight of PSC Supervisors, Regional Team Leads, and Patient Support Advocates, leading a large team within a fast-paced, patient-centered environment focused on excellence, engagement, and accountability.
Work Mode
This is a hybrid role, primarily remote with nationwide travel required monthly.
Shields Health Solutions is an equal opportunity employer.
