Personal Care Specialist

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

📋 Description

• Ensure the team is online, accessible, and following established schedules

• Allocate tasks and expedite the resolution of issues and escalations

• Address team inquiries and escalations regarding operations, copay, and FOC requests

• Track operational KPIs, such as call wait times, task delays, and queue management

• Oversee coaching and performance development through team meetings, one-on-one sessions, and interventions for performance gaps

• Execute AE and Genesys audits

• Collaborate with the District Manager on recruitment, engagement, and resource optimization

• Offer direction and support to team members

• Assist with holiday and vacation management as directed by the District Manager

• Monitor and manage records, including the BioScript spreadsheet and task lists

• Promote the sharing of best practices and identify efficiencies in daily operations

• Report challenges and issues to the District Manager

• Support operational transitions and new initiatives

• Coordinate overall team engagement and morale

⛳️ Requirements

• At least 3 years of experience as a Personal Care Specialist or in relevant patient support/case management roles

• Recognized expertise and respect from peers within the PCS function

• Preferred experience in operational and team coordination

• Proven capability to manage high-pressure situations and multitask effectively

• Solution-oriented mindset with a resourceful approach

• Excellent interpersonal and communication skills

• Strong track record in coaching and mentoring others

• Availability to work within the assigned region

• Background in healthcare operations, customer service, or clinical support is advantageous

• Strong organizational skills and meticulous attention to detail

• Effective time management skills and the ability to prioritize tasks

• Ability to assess operational challenges and propose improvements

• Strong focus on customer service and team engagement

• Proven problem-solving and critical thinking skills

• Ability to communicate clearly both verbally and in writing

• Capability to work collaboratively with District Managers and other teams

• Commitment to maintaining and enhancing PCS team best practices

🏝️ Benefits

• Medical, dental, and vision coverage

• Backup dependent care

• Adoption assistance

• Infertility coverage

• Family building support

• Behavioral health solutions

• Paid parental leave

• Paid caregiver leave

• Training programs

• Resources for professional development

• Mentorship programs

• Employee resource groups

• Volunteer opportunities