Operations Supervisor

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

📋 Description

• Oversee the daily operations of the Patient Service Coordinator team

• Ensure operational effectiveness, exceptional patient care, and adherence to service standards

• Inspire, guide, and mentor team members

• Facilitate coaching sessions, team meetings, and performance reviews

• Identify training requirements and assist with development plans

• Manage daily functions and ensure compliance with workflows, policies, and service standards

• Track team and individual KPIs, including call metrics, service levels, and patient satisfaction

• Drive enhancements in performance

• Oversee workforce planning, scheduling, and resource distribution

• Serve as an escalation point for complex issues, ensuring prompt resolution

• Support change management efforts related to new processes and technologies

• Collaborate with supervisors and cross-functional teams to maintain consistency, share best practices, and enhance workflows

• Uphold quality, compliance, and patient safety standards, including reporting and audit support

• Convey performance insights and recommendations to leadership and stakeholders

⛳️ Requirements

• Post-secondary education in Business Administration, Healthcare Management, or a related discipline, or equivalent experience

• Over 3 years of experience in healthcare, customer service, or a healthcare call center setting

• 1–2 years of experience in a supervisory or leadership capacity

• Knowledge of the healthcare industry

• Experience in Patient Support Programs (PSP)

• Background as an RN/RPN/LPN is considered an asset

• Strong leadership, people management, and team development abilities

• Excellent communication, collaboration, and organizational skills

• Exceptional attention to detail

• Proficiency in Microsoft Office 365

• Familiarity with Salesforce CRM or workforce management tools is advantageous

• Patient-centric approach with a commitment to delivering high-quality service

• Bilingual in English and French (mandatory)

🏝️ Benefits

• Shifts limited to daytime and evening hours

• Closed on holidays

• Opportunities for professional development

• Training and ongoing learning

• Collaborative culture and initiatives for employee feedback

• Local activities and national programs

• Equal opportunity and inclusive work environment

• Healthy and safe workplace

• Accessible workplace with accommodations during the selection process