[Hiring] Supervisor, Patient Support Programs @Sentrex

Role Description

The Patient Support Program (PSP) Supervisor provides leadership, coaching, and operational oversight to ensure high-quality delivery of Patient Support Program (PSP) services. This role involves:

• Monitoring team performance and providing motivation.
• Supporting the development of team members to ensure exceptional customer service.
• Coordinating Patient Support Program (PSP) activities.
• Working closely with the Operations Manager and Associate Program Manager to optimize operational efficiencies.
• Ensuring adherence to program protocols and promoting a professional work environment.

A deep understanding of PSP operations, field support, reimbursement services, reporting, and people management is essential.

A Day in the Life (What you will do here)

• Perform day-to-day leadership, coaching, and performance support to Program Coordinators and Care Navigators.
• Monitor individual and team performance metrics, ensuring adherence to program Standard Operating Procedures (SOPs), quality standards, and Key Performance Indicators (KPIs).
• Support recruitment, onboarding, and ongoing training to ensure staff alignment with program workflows and expectations.
• Provide timely, constructive feedback and recommend corrective actions when necessary.
• Foster a positive, collaborative team culture focused on service excellence and patient-centered support.
• Oversee administrative and patient support activities, including enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach.
• Monitor caseload volume and provide input on resource allocation decisions as required.
• Troubleshoot and resolve issues escalated by Program Coordinators and Care Navigators.
• Collaborate with internal teams to address operational challenges and support continuous improvement efforts.
• Maintain strong working relationships with internal partners to facilitate seamless execution of PSP services.
• Support implementation of operational enhancements such as scheduling improvements and workflow optimizations.
• Review team performance metrics and case activity reports to identify trends, gaps, or opportunities for improvement.
• Assist with special projects, system enhancements, and new service offerings as assigned.
• Participate in training initiatives, professional development activities, and program updates.
• Perform additional duties as assigned by Manager.
• Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
• Implement contact center strategies to support case managers and enhance performance.
• 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.

Qualifications

• A University Degree in a healthcare or life sciences-related field is preferred.
• Minimum of 1-3 years supervisory or management experience; preference for candidates with prior reimbursement experience and/or Team Leader experience in a Contact Centre and/or pharmaceutical industry experience.
• 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.
• Bilingualism (English/French) is an asset.
• Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders.
• Excellent interpersonal and communication skills.

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.

Company Description

Sentrex Health Solutions is a proudly Canadian company, fully integrated as a specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes.

• State-of-the-art facilities to provide high-quality products and services.
• The opportunity to be a part of a winning, high-performing team.
• Collaborative, engaging workplace culture.
• Flexible working environment that promotes a healthy work-life balance.
• Diverse and inclusive culture where talent and commitment to excellence are welcomed and valued.
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program.