Supervisor, One Point Patient Care

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

Job summary

GreenShield's OnePoint Supervisor leads the patient referral support team, ensuring timely enrollment, coverage verification, and therapy initiation while maintaining compliance with healthcare guidelines.

You will mentor PSP staff, optimize daily operations, and collaborate with insurers, physicians, and clients to deliver high-quality service.

Qualifications

• Minimum 3 years in healthcare, with at least 2 years in a PSP setting.
• Preferred: 4+ years in healthcare, with at least 3 years in a PSP setting.
• Understanding of PSPs and how they operate.
• Reimbursement and financial support management for specialty drugs, including public and private coverage.
• Relationship management with internal and external stakeholders.
• Performance monitoring and productivity tracking.
• Process improvement.
• Conflict management and issue resolution.
• Problem-solving and analytical thinking.
• Reporting and data analysis.
• Clear verbal and written communication.
• Troubleshooting PSP-related processes, including reimbursement denials, appeals, financial assistance, and test billing issues.
• Ability to engage, grow, and retain staff while fostering collaboration.
• Critical thinking and root-cause analysis.
• Ability to perform effectively in a high-stress environment and manage personal stress.

Responsibilities

• Support hiring, training, and coaching of PSP staff to develop a high-performing and resilient team using existing training materials and standard operating procedures.
• Oversee and streamline daily activities, manage scheduling, monitor performance, and implement program processes to enhance performance and productivity.
• Implement protocols and adhere to established processes to ensure high standards of service and compliance with healthcare guidelines and contractual obligations.
• Liaise with key internal and external stakeholders to provide timely and accurate updates and respond promptly to inquiries.
• Address escalations and client complaints, resolve conflicts, and provide consultation on continuity of care to ensure service excellence.

Skills

People management

PSP experience

Healthcare operations

Data analysis

Stakeholder liaison

Education

Bachelor’s degree

Job description

The OnePoint team is the single point of contact for physicians, patients, Patient Support Programs (PSPs), insurers, and clients. The team manages all incoming patient referrals and ensures patients are enrolled into programs, have financial coverage, and begin therapy as quickly as possible.

The OnePoint Supervisor provides direct people-management support to the team, including oversight, training, and coaching (performance reviews, goal setting, and career development). As the team has grown, this role supports stabilizing and scaling operations by sharing people-management responsibilities and ensuring consistent, high-quality service delivery.

Key Responsibilities

• Support hiring, training, and coaching of PSP staff to develop a high-performing and resilient team using existing training materials and standard operating procedures.
• Oversee and streamline daily activities, manage scheduling, monitor performance, and implement program processes to enhance performance and productivity.
• Implement protocols and adhere to established processes to ensure high standards of service and compliance with healthcare guidelines and contractual obligations.
• Liaise with key internal and external stakeholders to provide timely and accurate updates and respond promptly to inquiries.
• Address escalations and client complaints, resolve conflicts, and provide consultation on continuity of care to ensure service excellence.

WHO WE ARE LOOKING FOR

• Minimum of 3 years in healthcare, with at least 2 years in a PSP setting
• Preferred: 4+ years in healthcare, with at least 3 years in a PSP setting
• Understanding of PSPs and how they operate
• Reimbursement and financial support management for specialty drugs, including public and private coverage, LU codes, and free goods management
• Specialty pharmacy processes and systems, including retro-billing, test billing, and systems such as Kroll
• Relationship management with internal and external stakeholders
• Performance monitoring and productivity tracking
• Process improvement
• Conflict management and issue resolution
• Problem-solving and analytical thinking
• Reporting and data analysis
• Clear verbal and written communication
• Troubleshooting PSP-related processes, including reimbursement denials, appeals, financial assistance, and test billing issues
• Ability to engage, grow, and retain staff while fostering collaboration
• Critical thinking and root-cause analysis
• Ability to perform effectively in a high-stress environment and manage personal stress

Nice to Have

• Bachelor’s degree, preferably in science
• Additional experience in healthcare or PSP environments beyond minimum requirements

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [e-mail]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

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