Sentrex Health Solutions

Bilingual Supervisor, Patient Support Programs

Sentrex Health Solutions

full-time

Posted on:

Location Type: Remote

Location: Canada

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Perform day-to-day leadership, coaching, and performance support to Program Coordinators and Care Navigators.
  • Monitor individual and team performance metrics, ensuring adherence to program Standard Operating Procedures (SOPs), quality standards, and Key Performance Indicators (KPIs).
  • Support recruitment, onboarding, and ongoing training to ensure staff are aligned with program workflows and expectations.
  • Provide timely, constructive feedback and recommend corrective actions when necessary.
  • Foster a positive, collaborative team culture focused on service excellence and patient-centered support.
  • Oversee administrative and patient support activities, including but not limited to, enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach.
  • Monitor caseload volume and provide input on resource allocation decisions as required.
  • Troubleshoot and resolve issues escalated by Program Coordinators and Care Navigators, ensuring timely and effective resolution.
  • Collaborate with internal teams to address operational challenges and support continuous improvement efforts.
  • Maintain strong working relationships with internal partners to facilitate seamless execution of PSP services.
  • Support implementation of operational enhancements such as scheduling improvements, workflow optimizations, and process updates.
  • Review team performance metrics and case activity reports to identify trends, gaps, or opportunities for improvement.
  • Assist with special projects, system enhancements, and new service offerings as assigned.
  • Participate in training initiatives, professional development activities, and program updates.
  • Perform additional duties as assigned by Manager.
  • Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
  • Implement contact center strategies to support case managers and enhance performance.
  • 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.
  • Additional 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.
  • Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders
  • Excellent interpersonal and communication skills: ability to build and maintain good relationships with internal and external stakeholders and promote harmony amongst team members
  • Effective analytical and problem-solving skills
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
  • Employee & Family Assistance Program
  • RRSP Matching Program
Applicant Tracking System Keywords

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

Hard Skills & Tools
supervisory experiencemanagement experiencereimbursement experiencecontact center experiencebusiness strategy executionKPI establishmenttechnical troubleshootinganalytical skillsproblem-solving skills
Soft Skills
leadershipcoachingcommunication skillsinterpersonal skillscollaborationteam culture developmentfeedback provisionrelationship buildingadaptabilityservice excellence