Program Supervisor, Patient Support Services

McKesson; Mississauga; On-site; CAD 70,000 - 90,000; Full time

Job summary

McKesson Canada is seeking a Program Supervisor, Patient Support Services to lead a team delivering patient support and case management. You will manage daily operations, schedule resources, ensure service levels within 8:00 a.m. to 8:00 p.m. ET, Mon-Fri, with occasional weekend coverage, and coach staff.

This role emphasizes process improvement and collaboration with cross-functional partners to ensure accurate, timely, high-quality support for patients.

Qualifications

• 3+ years in healthcare or PSPs with leadership experience.
• Experience supervising in contact centre or case management.
• Knowledge of drug reimbursement and patient financial assistance.
• Proficiency with Microsoft Office applications.

Responsibilities

• Provide day-to-day leadership to a team delivering patient support and case management services.
• Oversee workflow, staffing schedules and resource allocation to maintain program coverage.
• Support operations during 8:00 a.m. – 8:00 p.m. ET, Mon–Fri, with occasional weekend/holiday coverage.
• Handle escalated patient, provider or program inquiries, including complex cases.
• Monitor team performance, quality, productivity, attendance and service-level metrics; report to the Program Manager.

Skills

Leadership

Healthcare

Case management

Contact center

Scheduling

MS Office

Education

Bachelor's degree

Tools

IVR systems

Call monitoring tools

Workforce management tools

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well‑being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

About the Role

McKesson Canada is seeking a Program Supervisor, Patient Support Services to provide day-to-day leadership to a team supporting healthcare and pharmaceutical patient support programs.

In this role, you will oversee daily case management and contact centre operations, coach and develop team members, manage workforce scheduling and resource allocation, monitor quality and service performance, and help ensure patients receive timely, accurate and high-quality support.

You will work closely with the Program Manager and cross-functional partners to maintain service levels, address escalated cases, support program requirements, and identify opportunities to improve processes and team performance.

This opportunity is open to candidates located anywhere in Canada. Because the programs and client operate on Eastern Time (ET), candidates must be available to work a Monday-to-Friday schedule aligned with Eastern Time business and program hours.

What You’ll Do:

• Provide day-to-day leadership, coaching and support to a team delivering patient support and case management services.
• Oversee workflow, staffing schedules and resource allocation to maintain appropriate program coverage and service levels.
• Support contact centre operations requiring coverage between 8:00 a.m. and 8:00 p.m. ET, Monday to Friday, with occasional weekend or holiday coverage as business needs require.
• Handle escalated patient, provider or program inquiries, including sensitive or complex cases requiring supervisory support.
• Monitor team performance, quality, productivity, attendance and service‑level metrics; identify trends and elevate concerns to the Program Manager as appropriate.
• Provide ongoing coaching and feedback and support goal setting, development planning and formal performance‑management processes.
• Monitor calls and case activity for quality, technical accuracy and adherence to program requirements.
• Ensure team members understand and follow program procedures, contractual requirements, operational standards and organizational policies.
• Partner with managers and fellow supervisors to resolve workforce and scheduling challenges, including coverage gaps and resource allocation.
• Support training, onboarding, cross‑training and continuing development activities for team members.
• Identify operational, technical, quality or process issues and recommend appropriate follow‑up or corrective action.
• Support quality and risk‑management activities, including investigation and follow‑up of incidents or quality concerns.
• Communicate program updates, process changes and operational priorities clearly to the team.
• Collaborate with internal stakeholders to support continuous improvement, patient safety and a consistent patient experience.
• Perform other related duties as required.

Basic Requirements:

• 3+ years of relevant subject matter experience in healthcare, pharmaceutical services, patient support programs, case management, contact centre operations or a related environment, including demonstrated leadership capabilities.
• Previous supervisory or people‑management experience.
• Experience within the pharmaceutical, specialty healthcare or Patient Support Program (PSP) industry.
• Experience working in a customer, patient, case management or contact centre environment.
• Knowledge of drug reimbursement, insurance coverage, financial assistance, patient case coordination or medication access.
• Experience with staff scheduling, workforce planning or resource allocation.
• Experience using Microsoft Office applications, including Outlook, Word and Excel.

Preferred Skills/Experience:

• Bachelor's degree or post‑secondary education in healthcare, life sciences, business or a related discipline.
• Bilingual English/French capabilities are considered an asset.
• Experience with Workforce Management (WFM) concepts, scheduling tools and contact centre operations.
• Experience monitoring calls or case interactions for quality and providing coaching based on findings.
• Familiarity with contact centre technologies, including IVR, call‑monitoring and reporting tools.
• Experience tracking and interpreting operational metrics, service levels, attendance or quality indicators.
• Strong written and verbal communication, organization, problem‑solving and stakeholder‑management skills.

Work Location, Schedule, Travel & Physical Requirements:

This role may be based