Bilingual District Supervisor - Hybrid

Position Type:                    Full Time

Department:                      Patient Programs

Work Location:                  Canada

Work Arrangement:         Hybrid

Work Hours:                       Standard Business Hours Monday to Friday

Travel Required:                Yes - up to 50% travel within Canada

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
• Quarterly virtual social events!

The Opportunity:

Reporting to the Associate Director, the Bilingual District Supervisor will ensure a professional and service-oriented work environment by monitoring performance, motivating, and developing their team members to deliver excellent customer service and achieve required performance objectives.  The Bilingual District Supervisor is responsible for supporting the Field Case Managers in coordinating Patient Support Program (PSP) activities, as well as supporting the Program Manager and client personnel in ensuring operational efficiencies. The Bilingual District Supervisor must be well versed in PSP service offerings, organizational procedures, reporting, relationship building and people management.

A Day in the Life (What you will do here):

• Actively support all field related PSP health case management activities including, but not limited to, reporting, dose reconciliation, patient readiness and support materials, clinic management and program service offerings (including reimbursement services as outlined in contractual client agreements)
• Troubleshoot challenges and support field health case managers by effectively communicating with internal and external stakeholders and working towards timely resolution.
• Actively educate clinics on program services and seek opportunities to present solutions to clinic challenges within the scope of the PSP and contractual client agreements.
• Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
• Implement regularly occurring touch points to discuss clinic operations and performance management of health case managers, conduct ride along visits to clinics with field case managers.
• Proactively supports Program Manager with the development and execution of policies and practices; always responds according to policy direction and seeks assistance with unusual situations and/or staff non-adherence.
• Proactively supports personnel with clinic management by communicating updates, resolving issues and providing timely feedback as is it is received by the clinic.
• Provide leadership and coaching to team members to ensure quality and established KPI’s are achieved
• Generate insightful business-reports/metrics and affect continual operational improvement.
•  Assist with recruitment, onboarding, program personnel training/development, and performance management.
• Recommends corrective actions or follow up as required and engages other resources as needed.
• Participate/lead in respective internal PSP and external client meetings and day to day client communications as required.
• Collaborate with all internal and external colleagues that deliver program-related services to ensure optimal execution and performance
• Assist with quality assurance and quality improvement initiatives.
• Participate in program design and development activities (i.e., development of primary and secondary documentation flows and charts)
• Additional duties as determined by your Manager

What you need to ensure you are set up for success:

• 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 basic technical issues.
• Intermediate to advance 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 up to 50% within Canada
• Must have a valid driver's license

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• 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

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

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