Supervisor, Patient Support Programs

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

📋 Description

• Deliver daily leadership, coaching, and performance support to Program Coordinators and Care Navigators.

• Track individual and team performance metrics, adherence to SOPs, quality standards, and KPIs.

• Assist in recruitment, onboarding, and continuous training efforts.

• Offer constructive feedback and suggest corrective measures.

• Cultivate a collaborative, service-focused, patient-centered team environment.

• Supervise enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach.

• Assess caseload volume and provide insights on resource distribution.

• Address and resolve escalated issues effectively.

• Work together with internal teams to tackle operational challenges and foster continuous improvement.

• Maintain relationships with internal partners to ensure seamless PSP service delivery.

• Aid in enhancing scheduling, optimizing workflows, and updating processes.

• Analyze performance metrics and case activity reports to discover trends and areas for enhancement.

• Contribute to special projects, system upgrades, and the introduction of new services.

• Engage in training, professional development, and program updates.

• Assist with project technical setups, including telephony systems, data collection tools, and reporting requirements.

• Implement contact center strategies to support case managers and boost performance.

• Evaluate call quality and provide feedback regarding soft skills and technical content.

• Monitor monthly results against targets and take corrective actions as needed.

• Undertake additional responsibilities as assigned by the manager.

⛳️ Requirements

• Preferred university degree in a healthcare or life sciences-related discipline.

• At least 1–3 years of supervisory or management experience required.

• Prior experience in reimbursement and/or as a Team Leader in a contact center and/or pharmaceutical industry preferred.

• Experience in a fast-paced environment with varying service demands.

• Proven ability to implement business strategies, including the establishment of clear KPIs and reporting processes.

• Demonstrated experience leading a team through organizational changes.

• Successful track record in leading and developing a team, collaborating with indirect reports and cross-functional partners.

• Technical proficiency and capability to understand and resolve fundamental technical issues.

• Bilingualism (English/French) is mandatory in Quebec.

• Strong oral and written communication skills with internal and external customers and stakeholders.

• Excellent interpersonal and communication abilities.

• Strong relationship-building skills with both internal and external stakeholders.

• Exceptional organizational capabilities.

• Ability to foster effective working relationships with colleagues, management, and stakeholders.

🏝️ Benefits

• State-of-the-art facilities.

• Flexible working environment encouraging a work-life balance.

• Employee Development Program.

• Industry-leading in-house corporate training offered throughout the year.

• Competitive salary.

• Generous vacation entitlement.

• Wellness Program providing 5 paid days off for well-being.

• Paid sick days.

• Dental and extended health benefits.

• AD&D insurance.

• LTD insurance.

• Employee/dependent life insurance.

• RRSP matching program.

• Employee & Family Assistance Program.

• Remote work arrangement.

• No travel required.