Bilingual Nursing Supervisor

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop and execute contact center strategies and tactics to support nurse case managers and case managers in achieving their goals.

• Oversee Patient Caseload management.

• Design, implement, and continually assess processes and systems that meet our customers' service requirements, patient safety standards, contractual commitments, and operational benchmarks.

• Assist the manager in formulating and enforcing policies and practices; consistently respond in line with policy guidance and seek help with atypical situations or staff compliance issues.

• Provide leadership and coaching to team members to ensure quality standards and established KPIs are met.

• Evaluate call quality and technical accuracy, offering prompt feedback on both soft skills and technical knowledge.

• Track monthly results against goals and take necessary actions to ensure consistent achievement of business objectives.

• Analyze contact center data and produce insightful business reports and metrics to drive ongoing operational enhancements.

• Support recruitment, onboarding, call quality training/development, and performance management efforts.

• Suggest corrective measures or follow-up actions as needed, and engage additional resources as appropriate.

• Participate in or lead client meetings and daily client communications as required.

• Collaborate with all internal departments delivering program-related services to ensure optimal execution and performance.

• Contribute to quality assurance and quality improvement initiatives, overseeing the completion of all necessary CAPA activities.

• Engage in program design and development activities, including the creation of primary and secondary documentation flows and charts.

• Take part in project technical setups, including telephony, data collection tools, processes, reports, and project reporting requirements.

• Perform additional duties as assigned by the manager.

• Assist with other tasks as directed by the manager.

⛳️ Requirements

• A University Degree in Nursing is preferred.

• A valid nursing license in good standing with the relevant provincial College of Nurses.

• Bilingualism in English and French is an asset.

• A minimum of 1-3 years of supervisory or management experience; preference will be given to candidates with prior reimbursement experience and/or team leader experience in a contact center or the pharmaceutical industry.

• Program-specific experience is required.

• Experience in a dynamic work environment with variable service demands is essential.

• Proven ability to execute business strategies, including setting clear KPIs and reporting processes.

• Demonstrated experience in leading a team through organizational changes.

• Functional knowledge of contact center transformation, design, and process implementation.

• Proven success in leading and developing a team, including collaboration with indirect reports and cross-functional partners.

• Demonstrated technical competence with the ability to understand and resolve basic technical issues; familiarity with contact center technologies, including IVR usage, design, and reporting.

• Intermediate to advanced knowledge of MS Suite applications.

• Strong effective communication skills (both oral and written) with internal and external customers and stakeholders; able to make sound decisions based on analysis, wisdom, experience, and judgment.

• Excellent interpersonal skills, with the ability to build and maintain positive relationships with colleagues at all levels and foster team harmony.

• Strong analytical and problem-solving abilities.

• General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes.

🏝️ Benefits

• Competitive salary and generous vacation entitlement.

• Wellness Program (5 paid days off for your well-being!).

• Paid sick days.

• Competitive benefits package, including dental and extended health benefits, AD&D, LTD, and employee/dependent life insurance.

• RRSP matching program.

• Employee and Family Assistance Program.