TEAM LEAD, ONE POINT PATIENT CARE TEAM

Green Shield Canada (GSC); Canada; Hybrid; CAD 60,000 - 91,000; Full time

Job summary

GreenShield is seeking a Team Lead, One Point to support the Biologics team by balancing patient case management responsibilities with leadership oversight. This role is designed to minimize individual case load to allow for enhanced backend team support, including managing escalations, addressing delays, and ensuring timely patient conversions.

The Team Lead plays a critical role in optimizing team performance, improving operational efficiency, and supporting seamless patient onboarding and

Qualifications

• Experience in patient support programs, pharmacy operations, or healthcare coordination.
• Demonstrated leadership or team lead experience.
• Strong understanding of reimbursement processes and patient case management.
• Proven ability to manage competing priorities and resolve escalations.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities with a focus on process improvement.

Responsibilities

• Manage an individual patient case load while supporting team escalations and complex cases.
• Perform core One Point activities including intake, welcome calls, and reimbursement support.
• Coordinate escalations such as infusion appointments, training, and complex patient cases (e.g., SickKids patients).
• Proactively monitor files with delays and intervene to move patient files forward.
• Collaborate with Pharmacy, Pharmacy Operations, Nursing, and Logistics to ensure smooth patient onboarding and therapy initiation.
• Take accountability for performance, productivity, and overall effectiveness of the team.
• Lead recruitment, onboarding, training, and performance management activities.
• Provide day-to-day supervision, coaching, and guidance to team members.
• Manage escalations, client concerns, and stakeholder relationships (e.g., PSP leads, physicians).
• Monitor and drive key performance metrics, including: Welcome call completion, Time to therapy start, Conversion rates, Commercialization timelines, Customer satisfaction.

Skills

Leadership

Patient support programs

Reimbursement processes

Healthcare coordination

Stakeholder management

KPIs / SLAs

Job description

WHO WE ARE

GreenShieldis a proudly Canadian, national non‑profit health care and insuranceorganization, driven by our mission of Better Health for All.We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider ("payvider") model, we offerinsurance, administer benefits, and pay claims as a ‘payer’ while offeringhealth care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non‑profit social enterprise without shareholders, we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield, our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful, measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

Base Salary: CAD $59,688.00 - 91,109.00

The Team Lead, One Point, supports the Biologics team by balancing patient case management responsibilities with leadership oversight. This role is designed to minimize individual case load to allow for enhanced backend team support, including managing escalations, addressing delays, and ensuring timely patient conversions. The Team Lead plays a critical role in optimizing team performance, improving operational efficiency, and supporting seamless patient onboarding and therapy initiation.
Responsibilities

• Manage an individual patient case load while supporting team escalations and complex cases
• Perform core One Point activities including intake, welcome calls, and reimbursement support
• Coordinate escalations such as infusion appointments, training, and complex patient cases (e.g., SickKids patients)
• Proactively monitor files with delays (e.g., pending >3 weeks) and intervene to move patient files forward
• Collaborate with Pharmacy, Pharmacy Operations, Nursing, and Logistics to ensure smooth patient onboarding and therapy initiation
• Take accountability for the performance, productivity, and overall effectiveness of the assigned team
• Lead recruitment, onboarding, training, and performance management activities
• Provide day‑to‑day supervision, coaching, and guidance to team members
• Manage escalations, client concerns, and stakeholder relationships (e.g., PSP leads, physicians)

• Monitor and drive key performance metrics, including:
  - Welcome call completion
  - Time to therapy start
  - Conversion rates
  - Commercialization timelines
  - Customer satisfaction

• Review pending and discontinued cases to identify opportunities to improve conversion outcomes
• Optimize workflows related to case management, communication, and reimbursement processes
• Identify and implement process improvements to increase efficiency and standardization
• Partner with cross‑functional teams to ensure seamless coordination and patient handoff
• Build and maintain strong relationships with internal and external stakeholders (physicians, PSPs, pharma partners)
• Conduct business intakes with physicians to align expectations and processes
• Provide regular updates to leadership, including bi‑weekly progress reports
• Facilitate monthly feedback sessions to support team development
• Ensure adherence to company policies, procedures, and compliance standards
• Support onboarding and ongoing development of team members

WHO WE'RE LOOKING FOR

Skills & Qualifications:

• Experience in patient support programs, pharmacy operations, or healthcare coordination
• Demonstrated leadership or team lead experience
• Strong understanding of reimbursement processes and patient case management
• Proven ability to manage competing priorities and resolve escalations
• Excellent communication and stakeholder management skills
• Strong analytical and problem‑solving abilities with a focus on process improvement

Nice to Have:

• Experience working in biologics or specialty pharmacy environments
• Familiarity with PSP programs and pharmaceutical stakeholders
• Experience working with cross‑functional healthcare teams (nursing, logistics, pharmacy ops)
  Prior experience managing KPIs, SLAs, and performance metrics

THE CULTURE

We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.
Here’s to Better Health for All!

AFEW MORE DETAILS

Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Please let us know of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.