Operations Lead — Patient Support Programs

Mckesson Corporation; Mississauga; Hybrid; CAD 87,000 - 116,000; Full time

Job summary

McKesson in Mississauga is seeking an Operations Manager, Patient Support Programs to lead the day-to-day operations of multiple patient support initiatives. You will drive KPI attainment, SOP adherence, and a patient-centered service mindset while guiding frontline supervisors and cross-functional partners.

You will translate data into actionable plans to boost productivity and service quality, coaching teams to close performance gaps and build a collaborative culture.

Qualifications

• Degree or equivalent experience.
• 6+ years of professional experience and 0-2 years of supervisory experience.
• Professional experience in patient support programs, healthcare operations, pharmaceutical services, case management, reimbursement services, or a related healthcare environment.
• Experience monitoring operational KPIs, SLAs, queue performance, productivity, quality, or workforce metrics.
• Experience leading, coaching, or supporting supervisors or people leaders.
• Experience supporting employee performance management, including identifying performance gaps and implementing improvement plans.
• Demonstrated experience using data to guide operational decisions and process improvements.

Responsibilities

• Lead and monitor daily patient support program operations to ensure contractual KPIs, SLAs, quality expectations, and service commitments are achieved.
• Review queue performance, productivity, quality, and workforce data to identify trends, root causes, operational risks, and improvement opportunities.
• Translate performance data into practical action plans that improve productivity, service quality, and the patient and healthcare provider experience.
• Coach and support frontline supervisors in setting expectations, addressing performance gaps, managing employee performance, and improving team effectiveness.
• Ensure supervisors have the tools, resources, training, and operational guidance required to lead their teams successfully.
• Promote employee engagement, collaboration, accountability, development, retention, and a positive team culture.
• Partner with Program Management, Quality, PMO, Training, and other business functions to implement program initiatives and process improvements.
• Evaluate workflows, team structures, and resource allocation to support service levels and changing program needs.
• Maintain current program procedures, training records, and operational documentation in accordance with Quality Management System requirements.
• Support audits, quality initiatives, corrective actions, and continuous-improvement activities.
• Identify and develop talent and support succession planning across the supervisory team.
• Ensure operational efficiency initiatives continue to protect service quality and the needs of patients receiving complex or critical therapies.

Skills

Operations leadership

Patient support programs

Healthcare operations

Data-driven decisions

Team coaching

KPIs and SLAs

Quality management

Stakeholder management

Bilingual English-French

Job description

McKesson in Mississauga is seeking an Operations Manager, Patient Support Programs to lead the day-to-day operations of multiple patient support initiatives. You will drive KPI attainment, SOP adherence, and a patient-centered service mindset while guiding frontline supervisors and cross-functional partners.

You will translate data into actionable plans to boost productivity and service quality, coaching teams to close performance gaps and build a collaborative culture.