Personal Care Specialist – Team Lead

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

📋 Description

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

• Allocate tasks and facilitate quick 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, individual sessions, and performance-gap interventions

• Perform AE and Genesys audits

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

• Provide 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

• Recognized expertise and respect from peers within the PCS function

• Preferred experience in operational and team coordination

• Demonstrated ability to handle stressful situations and manage multiple tasks

• Solution-oriented mindset and resourcefulness

• Excellent interpersonal and communication capabilities

• Proven track record of 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 analyze operational challenges and propose improvements

• Strong customer focus and capability to engage with the team

• Proven problem-solving and critical thinking skills

• Ability to communicate clearly and effectively both orally and in writing

• Capacity to collaborate with District Managers and other teams

• Commitment to upholding 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

• A minimum of 2 years of experience in specialty pharmacy, patient navigation, case management, or a related field is mandatory

• HIPAA or applicable compliance training is required

• Certification in quality management, auditing, process improvement, pharmacy operations, or healthcare quality 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