Program Supervisor, Patient Support Services

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

📋 Description

• Provide daily leadership, coaching, and support to a team responsible for delivering patient support and case management services.

• Oversee workflow, manage staffing schedules, and allocate resources to ensure program coverage and service levels are maintained.

• Support contact center operations that require coverage from 8:00 a.m. to 8:00 p.m. ET, Monday to Friday.

• Address escalated inquiries from patients, providers, or programs, including those that are sensitive or complex in nature.

• Monitor team performance in terms of quality, productivity, attendance, and service-level metrics; identify trends and escalate issues to the Program Manager.

• Deliver coaching and feedback, assist in goal setting, development planning, and formal performance management processes.

• Review calls and case activities for quality, technical accuracy, and adherence to program requirements.

• Ensure team members comply with program procedures, contractual obligations, operational standards, and organizational policies.

• Collaborate with managers and fellow supervisors to address workforce and scheduling challenges.

• Facilitate training, onboarding, cross-training, and ongoing development initiatives.

• Identify operational, technical, quality, or process issues and recommend corrective actions.

• Support quality and risk management activities, including the investigation and follow-up of incidents or quality concerns.

• Communicate program updates, process modifications, and operational priorities to the team.

• Work with internal stakeholders to promote continuous improvement, patient safety, and a consistent patient experience.

• Perform additional related duties as required.

⛳️ Requirements

• A minimum of 3 years of relevant experience in healthcare, pharmaceutical services, patient support programs, case management, contact center operations, or a similar environment, showcasing strong leadership abilities.

• Prior supervisory or people management experience.

• Experience in the pharmaceutical, specialty healthcare, or Patient Support Program (PSP) sector.

• Background in customer service, patient care, case management, or contact center environments.

• Knowledge of drug reimbursement, insurance coverage, financial assistance, patient case coordination, or medication access.

• Experience in staff scheduling, workforce planning, or resource allocation.

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

• Bachelor's degree or post-secondary education in healthcare, life sciences, business, or a related field (preferred).

• Bilingual capabilities in English and French are considered an asset.

• Familiarity with Workforce Management (WFM) concepts, scheduling tools, and contact center operations.

• Experience in monitoring calls or case interactions for quality and providing coaching based on observations.

• Knowledge of contact center technologies, including IVR, call monitoring, and reporting tools.

• Ability to track and interpret operational metrics, service levels, attendance, or quality indicators.

• Strong written and verbal communication skills, along with excellent organization, problem-solving, and stakeholder management abilities.

• Must be available to work Monday to Friday hours aligned with Eastern Time business and program hours.

• Occasional weekend or holiday coverage may be necessary.

🏝️ Benefits

• Competitive compensation package.

• Opportunities for annual bonuses or long-term incentives may be available.

• Comprehensive benefits as part of McKesson's Total Rewards.

• Commitment to equal employment opportunities.

• Reasonable accommodations for job searches or applications.