Supervisor, Patient Support Programs – West Coast

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

📋 Description

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

• Assess individual and team performance metrics, adherence to SOPs, quality benchmarks, and KPIs.

• Facilitate recruitment, onboarding, and continuous training initiatives.

• Provide constructive feedback and suggest corrective measures.

• Cultivate a positive, collaborative, and patient-centered team environment.

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

• Monitor caseload volume and contribute insights on resource allocation.

• Resolve escalated issues and troubleshoot effectively.

• Collaborate with internal teams and partners to tackle operational challenges and enhance processes.

• Support scheduling, workflow, and process improvements.

• Analyze performance metrics and case activity reports to identify trends and opportunities for enhancement.

• Assist with special projects, system upgrades, and new service introductions.

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

• Aid in technical setup, including telephony systems, data collection tools, and reporting requirements.

• Implement contact center strategies and supervise call quality.

• Monitor monthly outcomes against objectives and take corrective actions as needed.

⛳️ Requirements

• A university degree in a healthcare or life sciences-related discipline is preferred.

• A minimum of 1-3 years of supervisory or management experience is required.

• Preference for candidates with previous reimbursement experience and/or leadership experience in a Contact Centre and/or the pharmaceutical sector.

• Experience in a dynamic work environment with varying service demands is essential.

• Proven track record in executing business strategies, including the establishment of clear KPIs and reporting processes.

• Demonstrated ability to lead a team through organizational transformations.

• Success in guiding and developing a team, as well as collaborating with indirect reports and cross-functional partners.

• Technical proficiency with the ability to understand and resolve basic technical issues.

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

• Strong communication skills, both verbal and written, for effective interaction with internal and external customers and stakeholders.

• Excellent interpersonal skills and ability to build productive working relationships.

• Availability for standard office hours Monday to Friday, from 11:00 am–7:00 pm or 12:00 pm–8:00 pm EST.

🏝️ Benefits

• Competitive salary.

• Generous vacation entitlement.

• Wellness program (5 paid days off for your well-being!).

• Paid sick days.

• Comprehensive benefits package including dental and extended health benefits, AD&D, LTD, and employee/dependent life insurance.

• RRSP matching program.

• Employee and family assistance program.

• Flexible work environment that fosters a healthy work-life balance.

• Employee development program.

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