Supervisor Bilíngue ensuring efficient operational management processes and compliance at Allianz Partners. Managing costs, reports, and performance indicators with operational efficiency.
SS
Hybrid Bilingual Patient Support Program Supervisor
Posted 3 months ago
About the role
- Patient Support Program Supervisor responsible for leading clinic support and team development at Sentrex Health Solutions. Overseeing operational efficiencies in patient support services with a focus on exceptional customer service.
Responsibilities
- Support all field-related PSP health case management activities, including reporting, dose reconciliation, patient readiness, clinic management, and program services (e.g., reimbursement in line with client agreements).
- Troubleshoot and resolve challenges through effective communication with internal and external stakeholders to ensure timely resolution.
- Educate clinics on program services and address clinic challenges within the scope of the PSP and contractual agreements.
- Assist In-Clinic PSP Support Managers with program materials, service offerings, role expectations, and training.
- Report Adverse Events/Severe Adverse Events (AEs/SAEs) in compliance with approved SOPs.
- Conduct regular touchpoints to discuss clinic operations and health case manager performance, including ride-along visits with field case managers.
- Support the Program Manager in policy and practice development, ensuring adherence and seeking guidance for exceptional cases or non-compliant staff.
- Collaborate with personnel to manage clinic operations, provide updates, resolve issues, and offer timely feedback.
- Provide leadership and coaching to ensure quality standards and KPIs are achieved.
- Generate business reports/metrics to drive continuous operational improvements.
- Assist with recruitment, onboarding, training, and performance management of program personnel.
- Recommend corrective actions or follow-ups as necessary and engage additional resources as required.
- Participate in or lead internal and client meetings, handling day-to-day client communications as needed.
- Collaborate with internal and external colleagues to ensure optimal execution and performance of program-related services.
- Contribute to quality assurance and improvement initiatives to enhance program effectiveness.
- Engage in program design and development activities, including creating documentation, flowcharts, and processes.
- Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
- Participate in feedback-gathering and sharing activities aligned with program goals.
- Implement contact center strategies to support case managers and enhance performance.
- Evaluate and improve scheduling processes to meet customer, safety, compliance, and operational standards.
- Monitor call quality and provide feedback on both soft skills and technical content for continuous improvement.
- Track results versus goals monthly, taking corrective action to meet business objectives.
- Analyze contact center data to generate reports and drive ongoing operational improvements.
- Support quality assurance and improvement initiatives, completing all required corrective and preventive actions (CAPA).
- Assist with other duties as assigned by the manager
Requirements
- A University Degree in a healthcare or life sciences-related field is preferred
- Minimum of 1-3 years supervisory or management experience; preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a Contact Centre and/or pharmaceutical industry experience.
- Bilingualism (English/French) is required.
- Experience in a fast-paced work environment with fluctuating demand for services is essential
- Experience in executing business strategies, including establishing clear KPIs and processes for reporting
- Proven experience leading a team through organizational change
- Demonstrated success in leading and developing a team, as well as working with indirect reports and cross-functional partners
- Demonstrated technical competence and a strong ability to understand and troubleshoot fundamental technical issues.
- Intermediate to advanced knowledge of MS Suite of applications
- Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience, and judgment
- Excellent interpersonal skills: ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members
- Effective analytical and problem-solving skills
- General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes.
- Must be willing to travel
- Must have a valid driver’s license
- Preferred Candidate resides in Eastern Canada / Atlantic Provinces
- Experience in ophthalmology is an asset
- Flexibility to work 8-hour shifts between 8AM - 8PM EST
- Additional duties as assigned
Benefits
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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