Team Lead, One Point Patient Care Team

GreenShield; Mississauga; On-site; CAD 90,000 - 110,000; Full time

Job summary

GreenShield is seeking a Team Lead for the One Point program to balance patient case management with leadership duties. You will minimize individual load while supporting backend teams, addressing escalations, delays, and ensuring timely patient conversions.

You will optimize workflows, drive performance metrics, and mentor staff to ensure smooth onboarding and therapy initiation across the Biologics portfolio.

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.

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.
• 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.
• Lead recruitment, onboarding, training, and performance management activities.
• Provide day-to-day supervision, coaching, and guidance to team members.
• Monitor and drive key performance metrics, including welcome call completion and time to therapy start.

Skills

Patient support programs

Leadership

Reimbursement processes

Stakeholder management

Analytical skills

Job description

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
• 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 ARE 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

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. 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.

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