Note: The job is a remote job and is open to candidates in USA. Shields Health Solutions is seeking a dynamic, strategic, and hands-on leader to oversee a key portion of our Specialty Pharmacy Patient Support Center operations. The Director of Patient Support Center will lead the Prior Authorization and Financial Assistance team, ensuring operational excellence and high-quality service delivery in a fast-paced environment.
Responsibilities
- Oversee daily operations related to Specialty Pharmacy prior authorization and patient financial assistant operations. Other expanded responsibilities could include benefits investigations, refill management, patient outreach calls, ensuring efficiency and compliance with industry’s 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 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
- Build, inspire, and develop a high performing, engaged team by providing clear direction, motivation, and professional growth opportunities
- Provide coaching, feedback, and development to direct reports, including PSCSupervisors, Regional Team Leads, and Patient Support Advocates, to ensure alignment with 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 PSC 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
- Establish and maintain strong relationships with Regional Vice Presidents (RVPs) and their regional leadership teams to ensure health system and clinic satisfaction
- Serve as a trusted partner and subject matter expert to hospital and clinic leadership, helping resolve operational challenges and drive service excellence
- Partner with data analytics and other functional teams to evaluate performance metrics, execute improvement initiatives, 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, developing innovative solutions to enhance patient support
- Stakeholder influence in a matrixed organization will be necessary to influence people without direct authority (particularly true when working with client partners and regional facing support teams)
- Ensure consistent adoption of best practices across all PSC operations, driving alignment with Shields Health Solutions' mission and values
- Create and track key performance indicators (KPIs) using data analytics to measure success, identify opportunities, and drive performance enhancements. (KPIs to include things such as refill adherence rates, productivity, Prior Authorization Turn Around Time, Financial Assistance completion rates, and similar types of key measures)
- Maintain high accountability in balancing patient care, productivity, service levels, and operational targets
- Lead projects and sponsor initiatives that leverage technology and automation to optimize patient support operations
- Ensure compliance with HIPAA regulations and uphold ethical standards in handling patient information and company proprietary data
- Travel as necessary to support business operations and health system partner needs (estimated 20%-25%)
- Other duties as assigned
Skills
- Bachelor's degree in Business Administration, Healthcare Administration, or a related field
- 7+ years of leadership experience in healthcare operations and/or pharmacy operations
- 5+ years of experience leading large-scale operations teams (50+ team members)
- Proven experience collaborating with healthcare professionals, including physicians, nurses, and clinical staff, in hospital and/or provider settings
- Expertise in process development, process mapping, and process improvement
- Self-directed and highly capable of managing complex operations with limited direct oversight
- Strong familiarity with the prior authorization process
- Navigating financial assistance programs
- Operational workflows in pharmacy settings
- Clinical insight into key disease states commonly managed in specialty pharmacy
- Solid computer skills are required, including proficiency in Microsoft Office tools (Outlook, Teams, Word, Excel, and PowerPoint)
- Advanced degrees (e.g., MBA, MHA, or equivalent)
- Experience in specialty pharmacy operations
- Prior contact center operations experience or similar type experience
Benefits
- Remote work option
- Travel as necessary to support business operations and health system partner needs (estimated 20%-25%)
Company Overview