Bilingual Supervisor, Patient Support Programs

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

📋 Description

• Deliver daily leadership, coaching, and performance support to Program Coordinators and Care Navigators.

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

• Assist with recruitment, onboarding, and continuous training initiatives.

• Offer constructive feedback and suggest corrective actions as necessary.

• Cultivate a positive, collaborative, and patient-centered team environment.

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

• Monitor caseload volume and provide insights on resource allocation.

• Address and resolve escalated issues effectively.

• Collaborate with internal teams to tackle operational challenges and drive continuous improvement.

• Maintain productive relationships with internal partners to enhance PSP service delivery.

• Implement improvements in scheduling, workflows, and processes.

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

• Support special projects, system enhancements, and new service offerings.

• Engage in training, professional development, and program updates.

• Aid in technical setup, including telephony systems, data collection tools, and reporting requirements.

• Execute contact center strategies to assist case managers and enhance performance.

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

• Monitor monthly performance against goals and initiate corrective actions as needed.

⛳️ Requirements

• A university degree in a healthcare or life sciences-related field is preferred.

• At least 1–3 years of supervisory or management experience.

• Previous reimbursement experience and/or Team Leader experience in a Contact Centre and/or pharmaceutical industry experience is preferred.

• Experience in a dynamic work environment with varying service demands.

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

• Demonstrated experience in leading a team through organizational change.

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

• Technical competence with the ability to understand and resolve basic technical issues.

• Bilingualism (English/French) is required for positions in Quebec.

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

• Exceptional interpersonal and communication abilities.

• Strong relationship-building skills with both internal and external stakeholders.

• Outstanding organizational skills.

• Capability to build effective working relationships with colleagues, management, and stakeholders.

🏝️ Benefits

• 100% Canadian company with locations nationwide.

• State-of-the-art facilities.

• Collaborative and engaging workplace culture.

• Flexible working environment that promotes work-life balance.

• Diverse and inclusive culture.

• Employee Development Program.

• Industry-leading in-house corporate training offered throughout the year.

• Generous vacation entitlement.

• Wellness Program, including 5 paid days off for well-being.

• Paid sick days.

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

• RRSP Matching Program.

• Employee & Family Assistance Program.