Personal Care Specialist - 12 months contract

Mwiah; Quebec; On-site; CAD 65,000 - 95,000; Full time

Job summary

Mwiah in Quebec, Canada is seeking a Personal Care Specialist Team Lead to coordinate the PCS team and optimize daily operations under the District Manager.

You will coach team members, assign tasks, monitor KPIs (wait times, queue management), assist in hiring and engagement, and uphold high standards of patient support.

This role requires strong organizational skills, resilience under pressure, and excellent communication to maintain service quality.

Qualifications

• Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience.
• Experience in operational and team coordination preferred.
• Background in healthcare operations, customer service, or clinical support is an asset.

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 leadership

Coaching

Customer service

Communication

Multitasking

Operations

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