Bilingual Supervisor, Patient Support Programs

Role Overview

• 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