Director Of Patient Outreach (Enrollment)
Remote
Position Overview:
Shields is searching for an exceptional, hands-on operations leader to support a key growth driver enrolling new patients to the care model. This role is ideal for candidates with a background in healthcare or pharmacy operations and experience managing and scaling large, fast-paced, high functioning business units.
As the Director of Patient Outreach, you will be responsible for leading a team of managers and supervisors focused on educating and enrolling new patients onto theShields care model. 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 problem-solver who can drive innovation and implementscalable 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 and optimize patient experiences.
If you thrive in high-growth, people and patient-focused environment, 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 growing leadership team, 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 we are educating patients effectively and providing seamless, high-quality, and patient-centered care
Key Responsibilities:
Operational Leadership & Strategy
- Oversee daily operations of outreach teams and ensure alignment to strategic initiatives
- Other expanded responsibilities could include benefits investigations, and patient financial assistance, ensuring efficiency and compliance with industry best practices.
- Develop and implement scalable operational strategies that enhance and align to continued growth
- 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.
- Provide visibility and career advancement opportunities through leadership training, succession planning, and mentorship programs.
Team Leadership & Talent Development
- 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 CO Managers, Supervisors, Senior/Team Leads, and Patient Outreach Team members 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 Outreach team, 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.
Stakeholder & Cross-Functional Collaboration
- 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.
- 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)
Performance Management & Compliance
- Ensure consistent adoption of best practices across all CO 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.
- Maintain high accountability in balancing patient care, productivity, 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.
Other Responsibilities
- Travel as necessary to support business operations and health system partner needs (estimated 15%-20%).
- Other duties as assigned.
Education / Certifications:
- Bachelor's degree in Business Administration, Healthcare Administration, or a related field required.
- Advanced degrees (e.g., MBA, MHA, or equivalent) preferred but not required.
- PharmD or BS in Pharmacy is a plus but not required (state certification not necessary).
Experience:
- 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) highly preferred, with a demonstrated ability to build and develop high-performing teams.
- 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.
- Experience in specialty pharmacy operations is highly preferred, with a strong understanding of specialty refill management, benefits investigations, and patient financial assistance.
- Prior contact center operations experience or similar type experience would be helpful (but not required)
Skills:
- Executive Presence & Influence – 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.
- Decision-Making & Negotiation – Skilled in making high-impact decisions and negotiating with senior leaders to achieve mutually beneficial outcomes while maintaining organizational priorities.
- Leadership & Team Development – Ambitious leader with a proven ability to inspire, mentor, and develop team leaders, fostering a high-performance culture.
- Operational & Strategic Management – Strong operational acumen with the ability to evaluate trends, assess key performance metrics, and identify opportunities for continuous improvement
- Performance Management – Experienced in managing and coaching teams to meet and exceed quantitative metrics while ensuring clinical quality and patient-centered outcomes.
- Patient-Centered & Quality-Focused – Committed to delivering exceptional patient care, ensuring operational excellence, and maintaining high integrity, attention to detail, and accountability.
- Effective Communication & Emotional Intelligence – Strong listening, teaching, and communication skills, with the ability to build relationships, foster collaboration, and resolve challenges with empathy and professionalism.
- Change Management & Problem-Solving – 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.
- Confidentiality & Professionalism – Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations.
Director Of Patient Outreach (Enrollment)
Remote
Position Overview:
Shields is searching for an exceptional, hands-on operations leader to support a key growth driver enrolling new patients to the care model. This role is ideal for candidates with a background in healthcare or pharmacy operations and experience managing and scaling large, fast-paced, high functioning business units.
As the Director of Patient Outreach, you will be responsible for leading a team of managers and supervisors focused on educating and enrolling new patients onto theShields care model. 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 problem-solver who can drive innovation and implementscalable 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 and optimize patient experiences.
If you thrive in high-growth, people and patient-focused environment, 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 growing leadership team, 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 we are educating patients effectively and providing seamless, high-quality, and patient-centered care
Key Responsibilities:
Operational Leadership & Strategy
- Oversee daily operations of outreach teams and ensure alignment to strategic initiatives
- Other expanded responsibilities could include benefits investigations, and patient financial assistance, ensuring efficiency and compliance with industry best practices.
- Develop and implement scalable operational strategies that enhance and align to continued growth
- 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.
- Provide visibility and career advancement opportunities through leadership training, succession planning, and mentorship programs.
Team Leadership & Talent Development
- 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 CO Managers, Supervisors, Senior/Team Leads, and Patient Outreach Team members 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 Outreach team, 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.
Stakeholder & Cross-Functional Collaboration
- 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.
- 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)
Performance Management & Compliance
- Ensure consistent adoption of best practices across all CO 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.
- Maintain high accountability in balancing patient care, productivity, 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.
Other Responsibilities
- Travel as necessary to support business operations and health system partner needs (estimated 15%-20%).
- Other duties as assigned.
Education / Certifications:
- Bachelor's degree in Business Administration, Healthcare Administration, or a related field required.
- Advanced degrees (e.g., MBA, MHA, or equivalent) preferred but not required.
- PharmD or BS in Pharmacy is a plus but not required (state certification not necessary).
Experience:
- 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) highly preferred, with a demonstrated ability to build and develop high-performing teams.
- 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.
- Experience in specialty pharmacy operations is highly preferred, with a strong understanding of specialty refill management, benefits investigations, and patient financial assistance.
- Prior contact center operations experience or similar type experience would be helpful (but not required)
Skills:
- Executive Presence & Influence – 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.
- Decision-Making & Negotiation – Skilled in making high-impact decisions and negotiating with senior leaders to achieve mutually beneficial outcomes while maintaining organizational priorities.
- Leadership & Team Development – Ambitious leader with a proven ability to inspire, mentor, and develop team leaders, fostering a high-performance culture.
- Operational & Strategic Management – Strong operational acumen with the ability to evaluate trends, assess key performance metrics, and identify opportunities for continuous improvement
- Performance Management – Experienced in managing and coaching teams to meet and exceed quantitative metrics while ensuring clinical quality and patient-centered outcomes.
- Patient-Centered & Quality-Focused – Committed to delivering exceptional patient care, ensuring operational excellence, and maintaining high integrity, attention to detail, and accountability.
- Effective Communication & Emotional Intelligence – Strong listening, teaching, and communication skills, with the ability to build relationships, foster collaboration, and resolve challenges with empathy and professionalism.
- Change Management & Problem-Solving – 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.
- Confidentiality & Professionalism – Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations.
