One Point Patient Care Team Lead

GreenShield; Mississauga; On-site; CAD 90,000 - 110,000; Full time

Job summary

GreenShield is seeking a Team Lead for the One Point program to balance patient case management with leadership duties. You will minimize individual load while supporting backend teams, addressing escalations, delays, and ensuring timely patient conversions.

You will optimize workflows, drive performance metrics, and mentor staff to ensure smooth onboarding and therapy initiation across the Biologics portfolio.

Qualifications

• Experience in patient support programs, pharmacy operations, or healthcare coordination.
• Demonstrated leadership or team lead experience.
• Strong understanding of reimbursement processes and patient case management.
• Proven ability to manage competing priorities and resolve escalations.
• Excellent communication and stakeholder management skills.

Responsibilities

• Manage an individual patient case load while supporting team escalations and complex cases.
• Perform core One Point activities including intake, welcome calls, and reimbursement support.
• Coordinate escalations such as infusion appointments, training, and complex patient cases.
• Proactively monitor files with delays and intervene to move patient files forward.
• Collaborate with Pharmacy, Pharmacy Operations, Nursing, and Logistics to ensure smooth patient onboarding and therapy initiation.
• Lead recruitment, onboarding, training, and performance management activities.
• Provide day-to-day supervision, coaching, and guidance to team members.
• Monitor and drive key performance metrics, including welcome call completion and time to therapy start.

Skills

Patient support programs

Leadership

Reimbursement processes

Stakeholder management

Analytical skills

Job description

GreenShield is seeking a Team Lead for the One Point program to balance patient case management with leadership duties. You will minimize individual load while supporting backend teams, addressing escalations, delays, and ensuring timely patient conversions.

You will optimize workflows, drive performance metrics, and mentor staff to ensure smooth onboarding and therapy initiation across the Biologics portfolio.