Nursing Supervisor, PSP

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

📋 Description

• Report to the Program Manager.

• Foster a professional and service-oriented work environment by monitoring performance, motivating, and developing team members.

• Assist patient services management in coordinating workforce and workflow activities.

• Execute contact center strategies and tactics to support nurse case managers and case managers in achieving their objectives.

• Oversee patient caseload management.

• Develop, utilize, and continuously assess processes and systems that meet customer service, patient safety, contractual, and operational standards.

• Aid in the formulation and implementation of policies and practices.

• Provide leadership and coaching to meet quality and KPI targets.

• Evaluate calls for quality and technical precision and offer timely feedback.

• Track monthly performance against goals and initiate corrective actions as necessary.

• Analyze contact center data and produce business reports and metrics to enhance operations.

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

• Suggest corrective actions and engage additional resources as required.

• Participate in or lead client meetings and manage day-to-day client communications.

• Collaborate with internal departments to deliver program-related services.

• Support quality assurance and improvement initiatives while overseeing CAPA activities.

• Engage in program design and development, including documentation flows and charts.

• Partake in project technical setup, including telephony, data collection tools, processes, reports, and reporting requirements.

• Execute additional duties as assigned by the manager.

⛳️ Requirements

• A University Degree in Nursing is preferred.

• A valid nursing license is required.

• Bilingualism in English and French is considered an asset.

• A minimum of 1-3 years of supervisory or management experience is necessary.

• Preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a contact center and/or the pharmaceutical industry.

• Experience in a fast-paced work environment with varying service demands is essential.

• Proven track record in executing business strategies, including the establishment of clear KPIs and reporting processes.

• Demonstrated experience leading a team through organizational changes.

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

• Successful experience in leading and developing a team while collaborating with indirect reports and cross-functional partners.

• Demonstrated technical proficiency and the capability to understand and troubleshoot basic technical issues.

• Familiarity with contact center technologies, including using, designing, and reporting on IVRs.

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

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

• Strong interpersonal and relationship-building abilities.

• Effective analytical and problem-solving skills are required.

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

🏝️ Benefits

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

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

• Participation in an Employee Development Program.

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

• Employee & Family Assistance Program.

• RRSP Matching Program.

• Commitment to equal opportunity, diversity, inclusion, belonging, equity, and accessibility.

• Accommodations available upon request during the selection process.