Director of Patient Outreach

Summary

Join Shields Health Solutions as the Director of Patient Outreach and lead a team focused on enrolling new patients. You will drive operational efficiency, implement best practices, and foster a culture of accountability. This role requires a problem-solver who can drive innovation and implement scalable solutions. Success demands leading large teams, developing people, and driving operational success. You will work cross-functionally with various teams to improve operations and optimize patient experiences. The position offers opportunities to make a meaningful impact on patient care and contribute to the growth of a rapidly expanding organization.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, or a related field required
• 7+ years of leadership experience in healthcare operations and/or pharmacy operations, with a track record of driving efficiency and performance
• 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
• 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

Responsibilities

• Oversee daily operations of outreach teams and ensure alignment to strategic initatives
• 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
• 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
• 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)
• 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
• Travel as necessary to support business operations and health system partner needs (estimated 15%-20%)
• Other duties as assigned

Preferred Qualifications

• 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)
• 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
• 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)