Operations Supervisor

BioScript Logistics Inc.; Toronto; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Epic Work-Life Balance

Growth Opportunities

Vibrant Culture

Job summary

BioScript’s Coverdale Resource Center seeks an Operations Supervisor to lead the Patient Service Coordinator team, ensuring efficient day-to-day operations, high-quality patient care, and adherence to service standards. You will coach, mentor, and assess performance; manage scheduling and workflow adherence; monitor KPIs; and collaborate with peers to drive continuous improvement.

This full-time, Ontario-based position emphasizes a collaborative culture, strong leadership, and a commitment to

Qualifications

• Post-secondary education in Business Administration, Healthcare Management, or related field (or equivalent).
• 3+ years in healthcare, customer service, or a healthcare call center; 1–2 years in supervision.
• Healthcare knowledge, PSP experience; RN/RPN/LPN is a plus.
• Strong leadership and team development skills.
• Excellent communication, collaboration, and organizational abilities.
• MS Office 365 proficiency; Salesforce CRM or WFM tools an asset.
• Bilingual in English and French required.

Responsibilities

• Lead, coach, and mentor the Patient Service Coordinator team.
• Conduct coaching sessions, meetings, and performance evaluations; plan trainings.
• Manage daily operations, ensuring workflow adherence and service standards.
• Monitor KPIs (call metrics, service levels, patient satisfaction) and drive improvements.
• Oversee workforce planning, scheduling, and resource allocation.
• Act as escalation point for complex issues; ensure timely resolution.
• Support change management and new processes/technologies.
• Collaborate with supervisors and cross-functional teams to share best practices.
• Maintain quality, compliance, and patient safety; support audits.
• Communicate performance insights to leadership and stakeholders.

Skills

Leadership

Coaching

KPI monitoring

Workforce planning

Change management

Cross-functional collaboration

Communication

Attention to detail

Bilingual EN/FR

Education

Post-secondary in Business Admin/Healthcare

Tools

Microsoft Office 365

Salesforce CRM

Workforce management tools

Job description

Innovative "Operations Supervisor" Needed!

The Operations Supervisor at the Coverdale Resource Centre will be responsible for managing the day-to-day activities of your Patient Service Coordinator team, ensuring operational efficiency, high-quality patient care, and compliance with service standards. The Operations Supervisor acts as a bridge between the leadership team and frontline staff, fostering a positive and collaborative culture. This position requires close collaboration with other Operations Supervisors overseeing similar teams to
ensure consistency in leadership, processes, and service delivery.

What we offer (and why you'll love it here!):

• Epic Work-Life Balance: Our shifts are limited to days and evenings and closed on holidays
• Growth Opportunities: We're committed to your professional development. With access to training and continuous learning, you'll stay at the forefront of the healthcare sector and enhance your analytical skills.
• Vibrant Culture: Our collaborative culture thrives on teamwork, where employee feedback drives us to be better every day. From local activities to national initiatives, we engage our employees in creating meaningful change in the healthcare field.

What & Where: Full-Time, Permanent & Ontario

Why Coverdale Resource Center?

Join BioScript’s Coverdale Resource Center team and be part of a healthcare revolution focused on delivering exceptional patient care through data-driven excellence. Our team collaborates to ensure quality, transparency, and continuous improvement in our patient care practices. We believe in helping you grow professionally while contributing to a positive and efficient work environment.

How you will make an impact

• Lead, coach, and mentor the Patient Service Coordinator team, fostering a culture of performance and collaboration
• Conduct coaching sessions, team meetings, and performance evaluations; identify training needs and support development plans
• Manage daily operations, ensuring adherence to workflows, policies, and service standards
• Monitor team and individual KPIs (e.g., call metrics, service levels, patient satisfaction) and drive performance improvements
• Oversee workforce planning, including scheduling and resource allocation
• Act as an escalation point for complex issues and ensure timely, effective resolution
• Support change management initiatives, including new processes and technologies
• Collaborate with supervisors and cross-functional teams to ensure consistency, share best practices, and improve workflows
• Maintain quality, compliance, and patient safety standards, including reporting requirements and audit support
• Communicate effectively with leadership and stakeholders, providing performance insights and recommendations

What you'll bring to our team

• Post-secondary education in Business Administration, Healthcare Management, or a related field (or equivalent experience)
• 3+ years of experience in healthcare, customer service, or a healthcare call center environment, including 1–2 years in a supervisory/leadership role
• Healthcare industry knowledge, with experience in Patient Support Programs (PSP)
• Experience as an RN/RPN/LPN considered an asset
• Strong leadership, people management, and team development skills
• Excellent communication, collaboration, and organizational skills with strong attention to detail
• Proficiency in Microsoft Office 365; experience with Salesforce CRM or workforce management tools is an asset
• Patient-focused mindset with a commitment to delivering high-quality service
• Bilingual in English and French (required)

Compensation:

At BioScript, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.

We're proud to be an equal opportunity employer.

As a people-centric organization, we're committed to fostering a welcoming culture free of discrimination, and providing a healthy and safe work environment where all team members can thrive as individuals. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.

We are committed to creating an inclusive and accessible work environment across Canada. In accordance with applicable provincial legislation, including Quebec’s Charter of the French Language, this job posting is provided in both French and English when required. For positions based in Quebec, French language proficiency is required to perform day-to-day duties. Bilingualism (French and English) is required for this position to effectively communicate with internal and external stakeholders.

We encourage and accept all applications, however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process.

Ready to make your mark?

Coverdale Clinics - Where "Patient care is in our DNA."