Director of Patient Engagement (Refills and Inbound Pharmacy Team)
Remote
Job Summary
Oversee daily operations for Specialty Pharmacy refill management and inbound pharmacy call services, leading 75+ employees across multiple sites. Develop scalable operational strategies, monitor budgets, and implement process improvements using CRM platforms and data analytics to enhance patient outcomes. Provide strategic leadership to managers and supervisors, fostering talent development through coaching, mentorship, and the Leadership Development Model. Collaborate cross-functionally with regional leaders, clinical teams, and hospital systems to resolve operational challenges and drive service excellence while maintaining HIPAA compliance. Travel 15%-20% to support business operations and health system partners.
Required Qualifications
- Bachelor's degree in business administration, healthcare administration, or a related field
- 7+ years of leadership experience in healthcare operations and/or pharmacy operations
- Ability to lead teams through operational challenges and unexpected disruptions
- Ability to manage conflict resolution using de-escalating techniques
- Expertise in process development, process mapping, and process improvement
- Self-directed and highly capable of managing complex operations with limited direct oversight
- Executive Presence & Influence – Ability to influence without direct authority
- Decision-Making & Negotiation – Skilled in making high-impact decisions and negotiating with senior leaders
- Leadership & Team Development – Ambitious leader with a proven ability to inspire, mentor, and develop Engagement Center (EC) team leaders
- 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
- Training & Employee Engagement – Adept at designing and delivering training programs
- 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
- Change Management & Problem-Solving – Open-minded and adaptable change agent with a creative, solutions-oriented mindset
- Confidentiality & Professionalism – Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations
- Travel as necessary to support business operations and health system partner needs (estimated 15%-20%)
Desired Qualifications
- Advanced degrees (e.g., MBA, MHA, or equivalent)
- PharmD or BS in Pharmacy
- 5+ years of experience leading large-scale operations teams (70+ team members)
- Proven experience collaborating with healthcare professionals, including physicians, nurses, and clinical staff, in hospital and/or provider settings
- Experience in specialty pharmacy operations
- Prior contact center operations experience or similar type experience
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