Bilingual Patient Support Program Supervisor
Sentrex Health Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Markham • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
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
health case managementdose reconciliationreportingadverse events reportingdata collection toolscontact center strategiesKPI establishmentbusiness reportingprogram designtechnical troubleshooting
Soft skills
effective communicationleadershipcoachinganalytical skillsproblem-solvinginterpersonal skillsteam developmentrelationship buildingflexibilitydecision making