Bilingual Nursing Supervisor – Fixed Term

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

📋 Description

• Develop and implement strategies and tactics for the contact center to assist nurse case managers and case managers in meeting their objectives.

• Oversee a caseload of patients.

• Design, utilize, and consistently assess processes and systems that fulfill customer service, patient safety, contractual, and operational standards.

• Aid the manager in the formulation and execution of policies and practices.

• Lead and coach team members to meet quality benchmarks and key performance indicators (KPIs).

• Evaluate call quality and technical precision, providing timely feedback.

• Review monthly performance against targets and implement actions to accomplish business goals.

• Analyze contact center metrics and produce reports to enhance operational efficiency.

• Assist in recruitment, onboarding, training for call quality development, and performance management.

• Suggest corrective measures and involve additional resources as necessary.

• Engage in or lead client meetings and manage daily client communications.

• Work in collaboration with internal departments providing program-related services.

• Contribute to quality assurance and improvement initiatives, including CAPA activities.

• Take part in the design and development of programs, including documentation processes and charts.

• Participate in the technical setup of projects, such as telephony, data collection tools, processes, reports, and reporting requirements.

• Execute other tasks as assigned 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 mandatory.

• At least 1-3 years of supervisory or management experience is required.

• Previous experience in reimbursement and/or as a Team Leader in a contact center and/or the pharmaceutical sector is preferred.

• Experience specific to the program is required.

• Proven ability to thrive in a fast-paced work environment with varying service demands.

• Experience in executing business strategies, including defining clear KPIs and reporting processes.

• Documented success in leading a team through periods of organizational change.

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

• Demonstrated ability to lead and develop a team, collaborating with indirect reports and cross-functional partners.

• Proven technical competence and capability to understand and troubleshoot basic technical issues.

• Familiarity with contact center technologies, including the use, design, and reporting of IVRs.

• Intermediate to advanced proficiency in the MS Suite of applications.

• Strong communication skills, both verbal and written, with internal and external customers and stakeholders.

• Exceptional interpersonal skills with the ability to establish and maintain relationships at all organizational levels.

• Effective analytical and problem-solving abilities.

• General understanding of reimbursement, patient assistance programs, database components, functionality, and operational policies and processes.

🏝️ Benefits

• Access to state-of-the-art facilities to deliver high-quality products and services.

• A collaborative and engaging workplace culture.

• A flexible working environment that supports a healthy work-life balance.

• A diverse and inclusive organizational culture.

• Opportunities for professional development through the Employee Development Program and in-house corporate training.

• Competitive salary package.

• Generous vacation entitlement.

• Wellness Program offering 5 paid days off for personal well-being.

• Paid sick leave.

• Comprehensive Benefits Package, including Dental & Extended Health Benefits, AD&D, LTD, and Employee/Dependent Life Insurance.

• RRSP Matching Program.

• Employee & Family Assistance Program.