Hybrid Bilingual Patient Support Program Supervisor

at Sentrex Health Solutions

• Job title: Bilingual Patient Support Program Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Markham, Canada

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