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.