Reporting to the Operations Manager, the Patient Support Programs Supervisor provides leadership, coaches team members, and oversees operations to ensure delivery of high-quality services within the patient support program.
Monitor team members' performance, motivate them, and support their development to ensure exceptional customer service and attainment of key performance objectives.
Monitor individual and team performance metrics, ensuring compliance with program standard operating procedures, quality standards, and key performance indicators.
Support recruitment, onboarding, and ongoing training of team members to ensure adherence to 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 assistance, case documentation, and actions to promote medication adherence.
Collaborate with internal teams to address operational challenges and support continuous improvement efforts.

Preferably a university degree in a health-related or life sciences field.
At least 1–3 years of management or supervisory experience; preference will be given to candidates with prior experience in reimbursement services and/or as a team lead in a call center and/or the pharmaceutical sector.
Experience in a dynamic work environment where service demands fluctuate is essential.
Experience implementing operational strategies, including establishing key performance indicators and reporting processes.
Proven experience managing a team through organizational change.
Demonstrated success in managing and developing a team, and collaborating with indirect supervisors and partners in other areas.
Proven technical competency and strong ability to understand and resolve basic technical issues.
English–French bilingualism is required in Quebec.
Ability to communicate effectively (verbally and in writing) with clients and internal and external stakeholders.
Excellent interpersonal and communication skills: ability to build and maintain strong relationships with internal and external stakeholders and promote team cohesion.
Excellent analytical and problem-solving skills.

Competitive salary and generous annual leave
Wellness program (five paid wellness days!)
Paid sick leave
Competitive benefits plan, including dental coverage, supplemental health insurance, accidental death & dismemberment insurance, long-term disability insurance, and life insurance for the employee and dependents
Employee Assistance Program (EAP)
RRSP matching program

Bilingual Supervisor, Patient Support Programs

Key skills