Personal Care Specialist – Team Lead

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

📋 Description

• Assist in the daily functions of the Personal Care Specialist team under the guidance of a District Manager.

• Organize team activities to enhance operational efficiency.

• Act as a resource and mentor for team members.

• Ensure team members are online, accessible, and following schedules.

• Assign tasks and facilitate quick resolution of issues and escalations.

• Address operational, copay, and FOC-related inquiries and escalations.

• Monitor key operational metrics, including call wait times, task delays, and queue management.

• Conduct team meetings and one-on-ones while managing performance improvement interventions.

• Perform audits on AE and Genesys.

• Collaborate with the District Manager regarding hiring, engagement, and resource optimization.

• Offer direction and support to team members.

• Assist in managing holiday and vacation schedules.

• Oversee and manage BioScript spreadsheets, task lists, and records.

• Share best practices and identify efficiencies in daily operations.

• Report challenges and issues to the District Manager.

• Support operational transitions and new initiatives.

• Coordinate team engagement and boost morale.

⛳️ Requirements

• A minimum of 3 years of experience as a Personal Care Specialist or relevant patient support/case management experience.

• Recognized expertise and respect among peers within the PCS function.

• Preferred experience in operational and team coordination.

• Proven capability to handle stressful situations and multitask effectively.

• Solution-oriented and resourceful mindset.

• Excellent interpersonal and communication abilities.

• Demonstrated 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.

• Strong organizational skills with a keen attention to detail.

• Effective time management skills and the ability to prioritize tasks.

• Capacity to analyze operational challenges and recommend improvements.

• Strong customer focus and skills in team engagement.

• Proven problem-solving and critical thinking skills.

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

• Capability to work collaboratively with District Managers and other teams.

• Commitment to maintaining and enhancing PCS team best practices.

• A Bachelor's degree in nursing, pharmacy, public health, health administration, or a related field, or equivalent experience is required.

• At least 2 years of experience in specialty pharmacy, patient navigation, case management, or a related field is required.

• HIPAA or relevant compliance training is required.

• Certification in quality management, auditing, process improvement, pharmacy operations, healthcare quality, or a related field is preferred.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.

• Reasonable accommodations during the employment process.