Personal Care Specialist Team Lead

Jobgether SRL; United States; Remote; USD 53,000 - 74,000; Full time

Benefits offered by this job

Full-time remote

Leadership role

Health benefits

Parental leave

Professional development

Employee resource groups

Volunteer initiatives

Job summary

Jobgether SRL, a remote healthcare operations team in Canada, seeks a Senior Personal Care Specialist Team Lead to coordinate daily activities, optimize queues, and ensure patient-centered service.

You will mentor staff, conduct performance reviews, support recruitment, and monitor key metrics while collaborating with the District Manager in a fully remote setting.

Qualifications

• Must have leadership experience coordinating healthcare operations teams.
• Strong ability to manage queues, prioritize workload, and maintain service levels.
• Excellent communication and coaching skills for performance development.
• Proven problem-solving abilities in fast-paced settings.
• Familiarity with patient-support, case-management, or clinical-support environments.

Responsibilities

• Coordinate daily Personal Care Specialist team activities, ensuring team members are online, available, and adhering to established schedules.
• Manage daily queues and prioritize workload distribution to maximize operational efficiency and timely patient support.
• Monitor key operational performance indicators, including call wait times, task delays, queue activity, and other relevant service metrics.
• Provide real-time support to team members and act as a first point of escalation for operational, copay, and FOC-related questions and issues.
• Assist with assigned FOC approval activities in collaboration with the District Manager.
• Coach and support team members through team meetings, one-on-one discussions, performance feedback, and targeted performance improvement initiatives.
• Conduct designated performance reviews and contribute to employee development and performance excellence.
• Participate in and oversee internal audit activities to maintain compliance, quality, and operational standards, including relevant case and call audits.
• Partner with the District Manager on recruitment, employee engagement, workforce planning, and resource optimization.
• Support recruitment and onboarding activities, including interview coordination, onboarding initiation, and schedule creation in collaboration with training teams.
• Assist with vacation and absence management, including tracking requests and absences through applicable workforce-management systems.
• Share best practices, identify process efficiencies, and provide direction and guidance to team members.
• Maintain accurate operational records, trackers, spreadsheets, task lists, and other team documentation.
• Escalate operational challenges and emerging issues to the District Manager and support the implementation of new initiatives and operational transitions.
• Promote team engagement, morale, collaboration, and a strong culture of patient-centered service.

Skills

Team coordination

Operations management

Leadership

Problem solving

Multitasking

Communication

Education

RN license or related nursing degree

Job description

Accountabilities:

• - Coordinate daily Personal Care Specialist team activities, ensuring team members are online, available, and adhering to established schedules.


• - Manage daily queues and prioritize workload distribution to maximize operational efficiency and timely patient support.


• - Monitor key operational performance indicators, including call wait times, task delays, queue activity, and other relevant service metrics.


• - Provide real-time support to team members and act as a first point of escalation for operational, copay, and FOC-related questions and issues.


• - Assist with assigned FOC approval activities in collaboration with the District Manager.


• - Coach and support team members through team meetings, one-on-one discussions, performance feedback, and targeted performance improvement initiatives.


• - Conduct designated performance reviews and contribute to employee development and performance excellence.


• - Participate in and oversee internal audit activities to maintain compliance, quality, and operational standards, including relevant case and call audits.


• - Partner with the District Manager on recruitment, employee engagement, workforce planning, and resource optimization.


• - Support recruitment and onboarding activities, including interview coordination, onboarding initiation, and schedule creation in collaboration with training teams.


• - Assist with vacation and absence management, including tracking requests and absences through applicable workforce-management systems.


• - Share best practices, identify process efficiencies, and provide direction and guidance to team members.


• - Maintain accurate operational records, trackers, spreadsheets, task lists, and other team documentation.


• - Escalate operational challenges and emerging issues to the District Manager and support the implementation of new initiatives and operational transitions.


• - Promote team engagement, morale, collaboration, and a strong culture of patient-centered service.

Requirements:

• - Minimum 3 years of experience as a Personal Care Specialist or in a relevant patient-support, case-management, healthcare-services, or clinical-support environment.


• - 3+ years of experience in healthcare operations, patient services, case management, field operations, pharmaceutical services, or a related area.


• - Bachelor's degree in Nursing, Social Work, Business Administration, Healthcare Administration, or a related discipline, or equivalent professional experience.


• - Recognized expertise within the Personal Care Specialist function and credibility among peers.


• - Experience coordinating teams, workflows, or operational activities is preferred.


• - Previous leadership, supervisory, people-management, or team-coordination experience is an asset.


• - Current RN license or RSW designation in the applicable region is preferred.


• - Certifications in healthcare operations, quality, or project management, such as Lean Six Sigma, are advantageous.


• - Strong organizational skills, attention to detail, time management, and ability to establish priorities effectively.


• - Proven ability to manage multiple tasks and remain composed and effective in stressful or fast-paced situations.


• - Strong problem-solving, analytical, and critical-thinking skills, with a solution-oriented and resourceful approach.


• - Excellent interpersonal and communication skills, both written and verbal.


• - Demonstrated experience coaching, mentoring, or developing colleagues.


• - Strong customer and patient-service orientation with a commitment to team engagement and service quality.


• - Ability to analyze operational challenges, recommend improvements, and promote effective working practices.


• - Ability to collaborate effectively with District Managers, cross-functional teams, and other stakeholders.


• - Comfortable working independently in a remote environment while maintaining strong communication and accountability.


• - Willingness to uphold and continuously improve established Personal Care Specialist best practices.


• - Bilingual English/French capability is an asset and is essential for applicable roles based in Quebec.


• - Availability to work within the assigned region.

Benefits:

• - Full-time remote work opportunity within Canada.


• - Opportunity to take on a leadership role within a patient-centered healthcare environment.


• - Comprehensive health and wellness benefits, including medical, dental, and vision coverage where applicable.


• - Support for physical, emotional, financial, and social well-being.


• - Family-focused benefits that may include backup dependent care, adoption assistance, family-building support, and caregiver resources.


• - Paid parental leave and other family-friendly programs.


• - Access to behavioral health and wellness resources.


• - Professional development opportunities through training programs, mentorship, and career-development resources.


• - Opportunities to participate in employee resource groups and volunteer initiatives.


• - Opportunity to influence operational efficiency, employee engagement, service quality, and patient-support outcomes.


• - Collaborative environment that values continuous improvement, coaching, and professional growth.