Care Navigator Supervisor, Patient 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.

• Supervise individual and team performance metrics, adherence to standard operating procedures, quality standards, and key performance indicators.

• Assist in recruitment, onboarding, and continuous training efforts.

• Offer constructive feedback and suggest corrective actions as necessary.

• Promote a collaborative and patient-centered team culture.

• Manage 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.

• Collaborate with internal teams and partners to tackle operational challenges and enhance efficiency.

• Execute scheduling enhancements, workflow optimizations, and process updates.

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

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

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

• Assist with technical project implementations, including telephony systems, data collection tools, and reporting requirements.

• Develop contact center strategies to assist case managers and boost performance.

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

• Monitor monthly results against targets and implement corrective actions to achieve business objectives.

• Carry out additional duties as assigned by the manager.

⛳️ Requirements

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

• Experience in a dynamic work environment with varying demands for services.

• Background in executing business strategies, including the establishment of KPIs and reporting processes.

• Proven track record of leading a team through organizational change.

• Demonstrated success in leading and developing a team, collaborating with indirect reports and cross-functional partners.

• Proven technical competence with the ability to understand and troubleshoot basic technical issues.

• Bilingualism in English and French is required for positions in Quebec.

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

• Excellent interpersonal and communication abilities.

• Strong analytical and problem-solving skills.

• Comprehensive understanding of PSP operations, field support, reimbursement services, reporting, and people management.

🏝️ Benefits

• State-of-the-art facilities dedicated to providing 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 culture.

• Employee Development Program available.

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

• Competitive salary.

• Generous vacation entitlement.

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

• Paid sick days.

• Competitive benefits package encompassing Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance.

• Employee & Family Assistance Program.

• RRSP Matching Program.

• Accommodations can be arranged for candidates participating in the selection process upon request.