Patient Care Supervisor - Clinical Ops & Team Leadership

Shoppers Drug Mart Specialty Health Network Inc.; Mississauga; Vor Ort; CAD 60.000 - 83.000; Vollzeit

Benefits dieser Stelle

Discount program

Online learning via Academy

Competitive pay

Zusammenfassung

Shoppers Drug Mart Specialty Health Network Inc. is hiring a Supervisor, Patient Care in Mississauga, Ontario.

You will oversee day-to-day operations of the PCS team and coordinate case load, escalations, coaching, and training to ensure superior patient care and reimbursement outcomes. You will manage staffing, SLA adherence, and collaboration with Field Case Managers and other departments to optimize patient experiences and physician interactions.

Qualifikationen

• University degree.
• Proven leadership/supervisory experience in a Customer Service, Call Centre, or pharmaceutical setting.
• 3–5 years’ experience in healthcare or pharmaceutical industry.
• 3–5 years’ experience in a Customer Service/Call Centre setting.
• Strong understanding of Specialty Pharmacy programs and client-centered approach.
• Ability to work under pressure with changing deadlines and priorities.

Aufgaben

• Oversee queue and assign patients to team members to resolve backlog.
• Coordinate processes to align patient, scheduling, clinic location, and prescription flow with business goals.
• Ensure SLAs and KPIs for client and department are met.
• Maintain appropriate staffing to cover shifts.
• Support implementation of new programs requiring PCS support.
• Collaborate with Field Case Managers and other departments for patient needs.
• Lead daily PCC/PCS activities, manage performance, and conduct annual APDR reviews.
• Identify and address training needs for the PCC/PCS team.
• Advocate for patients, explore funding options and manage reimbursement escalations.
• Maintain confidentiality and adherence to company policies.

Kenntnisse

Leadership

Customer service

Relationship building

Coaching

Team mentorship

Ausbildung

University degree

Jobbeschreibung

Shoppers Drug Mart Specialty Health Network Inc. is hiring a Supervisor, Patient Care in Mississauga, Ontario.

You will oversee day-to-day operations of the PCS team and coordinate case load, escalations, coaching, and training to ensure superior patient care and reimbursement outcomes. You will manage staffing, SLA adherence, and collaboration with Field Case Managers and other departments to optimize patient experiences and physician interactions.