Apply on Employer Site

Shields Health Solutions · 1 day ago

Director, Patient Support Center

United States

Full-time

Remote

Director/Executive

7+ years exp

Shields Health Solutions is seeking a dynamic leader to oversee the Specialty Pharmacy Patient Support Center operations. This role involves managing a large team to ensure operational excellence in patient support workflows, focusing on prior authorization and financial assistance, while driving quality and productivity metrics.

BiopharmaHealth CareMedicalPharmaceutical

Growth Opportunities

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 PSC Supervisors, 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

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

Qualification

Healthcare OperationsPharmacy OperationsLeadership DevelopmentOperational ExcellenceProcess ImprovementData AnalyticsPatient Financial AssistancePrior AuthorizationChange ManagementTeam LeadershipEffective CommunicationEmotional IntelligenceConfidentiality

Required

Bachelor's degree in Business Administration, Healthcare Administration, or a related field

7+ years of leadership experience in healthcare operations and/or pharmacy operations, with a track record of driving efficiency and performance

5+ years of experience leading large-scale operations teams (50+ team members)

Expertise in process development, process mapping, and process improvement, with a strong focus on optimizing pharmacy operations and enhancing patient outcomes

Self-directed and highly capable of managing complex operations with limited direct oversight, while driving strategic initiatives

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

Strong familiarity with the prior authorization process, navigating financial assistance programs, operational workflows in pharmacy settings, and clinical insight into key disease states commonly managed in specialty pharmacy

Ability to influence without direct authority, collaborating effectively with regional leaders, on-site clinical staff, and business partners to drive alignment and achieve strategic goals

Skilled in making high-impact decisions and negotiating with senior leaders to achieve mutually beneficial outcomes while maintaining organizational priorities

Strong operational acumen with the ability to evaluate trends, assess key performance metrics, and identify opportunities for continuous improvement in pharmacy operations

Experienced in managing and coaching teams to meet and exceed quantitative metrics while ensuring clinical quality and patient-centered outcomes

Adept at designing and delivering training programs, leading by example, and leveraging motivational techniques to enhance employee engagement and professional growth

Committed to delivering exceptional patient care, ensuring operational excellence, and maintaining high integrity, attention to detail, and accountability

Strong listening, teaching, and communication skills, with the ability to build relationships, foster collaboration, and resolve challenges with empathy and professionalism

Open-minded and adaptable change agent with a creative, solutions-oriented mindset, willing to take initiative and drive process improvements in a fast-paced environment

Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations