Team Lead, Patient Care & Onboarding (One Point)

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

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