Personal Care Specialist - 12 months contract

MWI Animal Health; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

MWI Buying Group is seeking an experienced Personal Care Specialist Team Lead to oversee daily PCS operations and coach a growing team in the Montreal region. The role reports to the District Manager and focuses on optimizing schedules, workflows, and service delivery across the team.

The ideal candidate brings 3+ years of relevant experience, strong leadership and communication skills, and a proven ability to multitask under pressure.

Qualifications

• Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience.
• Proven ability to coach and mentor others.
• Experience in operational coordination and team management preferred.
• Strong communication and interpersonal skills.
• Ability to work under pressure and multitask.

Responsibilities

• Ensure team is online, available, and schedules are adhered to.
• Distribute tasks and facilitate rapid issue/escalation resolution.
• Respond to team questions and escalations related to operations, copay, and FOC requests.
• Monitor operational KPIs (call wait times, task delays, queue management, etc.).
• Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions).
• Auditing responsibilities (AE audits, Genesys audits).
• Collaborate with District Manager on hiring, engagement, and resource optimization.
• Provide direction and guidance to team members.
• Assist in holiday/vacation management as requested by District Manager.
• Monitor and manage records (BioScript spreadsheet, task lists).
• Facilitate sharing of best practices and find efficiencies in daily processes.
• Report issues and challenges to District Manager.
• Support operational transitions and new initiatives.
• Coordinate overall engagement and team morale.

Skills

Team coordination

Coaching/mentoring

Interpersonal communication

Problem-solving

Multitasking

Time management

Attention to detail

Customer focus

Job description

**POSITION SUMMARY:**The Personal Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team working under the direction of a District Manager. The PCS Team Lead is responsible for the day-to-day coordination of team activities, operational efficiency, and serves as a resource and coach for team members. This role is designed to optimize team expertise, relieve complexities for District Managers managing multiple functions, and provide ongoing support to a growing and evolving PCS team.**PRIMARY DUTIES AND RESPONSIBILITIES:*** Ensure team is online, available, and schedules are adhered to* Distribute tasks and facilitate rapid issue/escalation resolution* Respond to team questions and escalations related to operations, copay, and FOC requests* Monitor operational KPIs (call wait times, task delays, queue management, etc.)* Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions)* Auditing responsibilities (AE audits, Genesys audits)* Collaborate with District Manager on hiring, engagement, and resource optimization* Provide direction and guidance to team members* Assist in holiday/vacation management as requested by District Manager* Monitor and manage records (BioScript spreadsheet, task lists)* Facilitate sharing of best practices and find efficiencies in daily processes* Report issues and challenges to District Manager* Support operational transitions and new initiatives* Coordinate overall engagement and team morale**QUALIFICATIONS:*** Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience* Recognized expertise and respected by peers within PCS function* Experience in operational and team coordination preferred* Proven ability to manage stressful situations and multitask* Solution-oriented mindset and resourcefulness* Excellent interpersonal and communication skills* Track record of coaching/mentoring others* Available to work within assigned region* Background in healthcare operations, customer service, or clinical support is an asset**MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:*** Strong organizational skills and attention to detail* Effective time management and ability to set priorities* Ability to analyze operational challenges and suggest improvements* Strong customer focus and team engagement skills* Proven problem-solving and critical thinking abilities* Ability to communicate clearly both orally and in writing* Ability to work collaboratively with DMs and other teams* Commitment to upholding and optimizing PCS team best practices