Personal Care Specialist – Team Lead

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

📋 Description

• Assist in the daily operations of the Personal Care Specialist team under the supervision of a District Manager.

• Organize daily team activities, manage queue operations, prioritize workloads, enhance operational efficiency, and provide real-time support.

• Ensure team members are online and available, allocate tasks, and facilitate the identification of issues and their resolution.

• Oversee daily queue activities and prioritize the distribution of workloads.

• Track operational KPIs, such as call wait times, task delays, queue management, and other relevant metrics.

• Offer real-time assistance to PCS team members and address questions and escalations related to operations, copay, and FOC.

• Aid in the FOC approval process.

• Manage coaching and performance development through team meetings, individual sessions, feedback, and interventions for performance gaps.

• Conduct HR performance evaluations for associates who achieve their goals and do not have development objectives.

• Participate in and supervise internal audit processes, including AE audits and Genesys call audits.

• Collaborate with the District Manager on hiring, employee engagement, and resource optimization initiatives.

• Support recruitment and onboarding processes, including interview coordination, onboarding initiation, and scheduling with the training team.

• Assist with vacation and absence management by tracking requests and absences via Workday.

• Provide direction and guidance, share best practices, and identify efficiency improvements in processes.

• Monitor trackers, spreadsheets, and task lists.

• Report issues and challenges to the District Manager and aid in operational transitions and new initiatives.

• Coordinate 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 for expertise and respected by peers within the PCS field.

• Preferred experience in operational and team coordination.

• Demonstrated ability to handle stressful situations while multitasking.

• Resourceful and solution-oriented mindset.

• Exceptional interpersonal and communication skills.

• Proven history of coaching and mentoring others.

• Must be available to work within the designated region.

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

• Bilingualism is a plus (essential for roles based in Quebec).

• People management or supervisory experience is beneficial.

• Strong organizational skills and attention to detail.

• Effective time management abilities and skill in prioritizing tasks.

• Capability to analyze operational challenges and propose enhancements.

• Strong customer focus and skills in team engagement.

• Proven problem-solving and critical thinking capabilities.

• Ability to communicate clearly in both spoken and written forms.

• Ability to collaborate effectively with District Managers and other teams.

• Commitment to maintaining and enhancing PCS team best practices.

• A bachelor's degree in nursing, social work, business administration, healthcare administration, or a related field, or equivalent experience is required.

• A minimum of 3 years of experience in healthcare operations and services, patient services, case management, field operations, pharmaceutical services, or a related field is required.

• Less than 2 years of experience in a leadership or management capacity is required.

• Current RN license or RSW designation in the applicable region is preferred.

• Certification in healthcare operations, quality, or project management (e.g., Lean Six Sigma) is preferred.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care services.

• Adoption assistance program.

• Infertility coverage options.

• Support for family building.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs available.

• Resources for professional development.

• Mentorship programs.

• Employee resource groups.

• Opportunities for volunteer activities.