Sentrex Health Solutions

Bilingual Patient Support Program Supervisor

Sentrex Health Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Markham • Canada

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About the role

  • Support all field-related PSP health case management activities, including reporting, dose reconciliation, patient readiness, clinic management, and program services (e.g., reimbursement in line with client agreements).
  • Troubleshoot and resolve challenges through effective communication with internal and external stakeholders to ensure timely resolution.
  • Educate clinics on program services and address clinic challenges within the scope of the PSP and contractual agreements.
  • Assist In-Clinic PSP Support Managers with program materials, service offerings, role expectations, and training.
  • Report Adverse Events/Severe Adverse Events (AEs/SAEs) in compliance with approved SOPs.
  • Conduct regular touchpoints to discuss clinic operations and health case manager performance, including ride-along visits with field case managers.
  • Support the Program Manager in policy and practice development, ensuring adherence and seeking guidance for exceptional cases or non-compliant staff.
  • Collaborate with personnel to manage clinic operations, provide updates, resolve issues, and offer timely feedback.
  • Provide leadership and coaching to ensure quality standards and KPIs are achieved.
  • Generate business reports/metrics to drive continuous operational improvements.
  • Assist with recruitment, onboarding, training, and performance management of program personnel.
  • Recommend corrective actions or follow-ups as necessary and engage additional resources as required.
  • Participate in or lead internal and client meetings, handling day-to-day client communications as needed.
  • Collaborate with internal and external colleagues to ensure optimal execution and performance of program-related services.
  • Contribute to quality assurance and improvement initiatives to enhance program effectiveness.
  • Engage in program design and development activities, including creating documentation, flowcharts, and processes.
  • Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
  • Participate in feedback-gathering and sharing activities aligned with program goals.
  • Implement contact center strategies to support case managers and enhance performance.
  • Evaluate and improve scheduling processes to meet customer, safety, compliance, and operational standards.
  • Monitor call quality and provide feedback on both soft skills and technical content for continuous improvement.
  • Track results versus goals monthly, taking corrective action to meet business objectives.
  • Analyze contact center data to generate reports and drive ongoing operational improvements.
  • Support quality assurance and improvement initiatives, completing all required corrective and preventive actions (CAPA).
  • Assist with other duties as assigned by the manager

Requirements

  • A University Degree in a healthcare or life sciences-related field is preferred
  • Minimum of 1-3 years supervisory or management experience; preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a Contact Centre and/or pharmaceutical industry experience.
  • Bilingualism (English/French) is required.
  • Experience in a fast-paced work environment with fluctuating demand for services is essential
  • Experience in executing business strategies, including establishing clear KPIs and processes for reporting
  • Proven experience leading a team through organizational change
  • Demonstrated success in leading and developing a team, as well as working with indirect reports and cross-functional partners
  • Demonstrated technical competence and a strong ability to understand and troubleshoot fundamental technical issues.
  • Intermediate to advanced knowledge of MS Suite of applications
  • Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience, and judgment
  • Excellent interpersonal skills: ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members
  • Effective analytical and problem-solving skills
  • General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes.
  • Must be willing to travel
  • Must have a valid driver’s license
  • Preferred Candidate resides in Eastern Canada / Atlantic Provinces
  • Experience in ophthalmology is an asset
  • Flexibility to work 8-hour shifts between 8AM - 8PM EST
  • Additional duties as assigned
Benefits
  • Competitive Salary and generous vacation entitlement
  • Wellness Program (5 paid days off for your well-being!)
  • Paid Sick Days
  • Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
  • RRSP Matching Program
  • Employee & Family Assistance Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
health case managementdose reconciliationreportingadverse events reportingdata collection toolscontact center strategiesKPI establishmentbusiness reportingprogram designtechnical troubleshooting
Soft Skills
effective communicationleadershipcoachinganalytical skillsproblem-solvinginterpersonal skillsteam developmentrelationship buildingflexibilitydecision making