Bilingual Supervisor, Patient Support Programs

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

📋 Description

• Offer leadership, coaching, and operational management for Patient Support Program services

• Conduct daily leadership, coaching, and performance support for Program Coordinators and Care Navigators

• Track individual and team performance metrics, adherence to SOPs, quality standards, and KPIs

• Assist in recruitment, onboarding, and continuous training efforts

• Deliver constructive feedback and suggest corrective measures

• Promote a collaborative, patient-focused team environment

• Manage enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach

• Monitor caseload volume and provide insights on resource distribution

• Address and resolve escalated issues

• Work with internal teams and partners to tackle operational challenges and drive continuous improvement

• Aid in scheduling, workflow, and process enhancements

• Analyze performance metrics and case activity reports to identify trends and opportunities for improvement

• Support special projects, system advancements, and new service offerings

• Engage in training initiatives, professional growth, and program updates

• Assist with the technical setup related to telephony systems, data collection tools, and reporting requirements

• Implement contact center strategies to support case managers and improve performance

• Evaluate call quality and provide feedback on soft skills and technical content

• Monitor monthly outcomes against objectives and take corrective actions to achieve business goals

⛳️ Requirements

• A University Degree in a healthcare or life sciences-related discipline is preferred

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

• Previous experience in reimbursement and/or as a Team Leader in a Contact Centre and/or within the pharmaceutical sector is preferred

• Experience in a dynamic work environment with variable service demand

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

• Demonstrated experience in leading a team through organizational change

• Successful track record in leading and developing a team, collaborating with indirect reports and cross-functional partners

• Technical competence with the capability to understand and troubleshoot basic technical issues

• Bilingualism (English/French) is mandatory

• Strong oral and written communication skills with internal and external customers and stakeholders

• Excellent interpersonal and communication abilities

• Strong skills in relationship-building and conflict resolution among team members

🏝️ Benefits

• State-of-the-art facilities for delivering high-quality products and services

• Flexible working environment fostering a healthy work-life balance

• Diverse and inclusive culture

• Opportunities for learning and development supported by the Employee Development Program

• Industry-leading, in-house corporate training available throughout the year

• Competitive salary

• Generous vacation entitlement

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

• Paid sick days

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

• RRSP matching program

• Employee & Family Assistance Program

• Accommodations available upon request during the selection process