Program Supervisor, Patient Support Services
Core
Provide day-to-day leadership to a team supporting healthcare and pharmaceutical patient support programs, overseeing case management and contact centre operations.
Role type
Senior IC program supervisor (patient support services)
Builds
Patient support and case management services for healthcare and pharmaceutical clients
Domain
Healthcare + Pharmaceutical Patient Support Programs
Required skills
Healthcare/pharmaceutical patient support program experience, supervisory/people-management experience, case management, contact centre operations, drug reimbursement/insurance/financial assistance knowledge, staff scheduling/workforce planning, Microsoft Office (Outlook, Word, Excel)
Preferred skills
Bachelor's degree in healthcare/life sciences/business, bilingual English/French, Workforce Management (WFM) concepts, call/case quality monitoring, contact centre technologies (IVR, call-monitoring), operational metrics interpretation
Technologies
Microsoft Office (Outlook, Word, Excel), WFM tools, IVR, call-monitoring tools
Responsibilities
Provide day-to-day leadership, coaching, and support to a team delivering patient support and case management services; Oversee workflow, staffing schedules, and resource allocation to maintain program coverage and service levels; Handle escalated patient, provider, or program inquiries including sensitive or complex cases; Monitor team performance, quality, productivity, attendance, and service-level metrics; Provide ongoing coaching, feedback, and support for goal setting and performance management; Partner with managers to resolve workforce and scheduling challenges; Support training, onboarding, and continuing development activities; Identify operational, technical, quality, or process issues and recommend corrective action; Support quality and risk-management activities including incident investigation; Communicate program updates and operational priorities to the team.
Seniority
Senior, hands-on IC