[Hiring] Patient Support Program Supervisor @Sentrex Health Solutions

Role Description

Reporting to the Program Manager, the Supervisor, Patient Programs will ensure a professional and service-oriented work environment by monitoring performance, motivating, and developing their team members to deliver excellent customer service and achieve required performance objectives. The Supervisor is responsible for supporting the patient services management team in coordinating workforce and workflow related activities. The Supervisor must be well versed in PSP service offerings, organizational procedures, contact center technology, and reporting.

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

• Implement contact center strategies and tactics to help case managers achieve their objectives.
• Create, utilize, and continuously evaluate scheduling processes and systems that best meet our customer’s requirements for service, patient safety, contractual obligations, and operational standards.
• Support manager with the development and execution of policies and practices; always respond according to policy direction and seek assistance with unusual situations and/or staff non-adherence.
• Provide leadership and coaching to team members to ensure Quality and established KPI’s are achieved.
• Monitor calls for quality and technical accuracy, provide timely feedback on soft skills as well as technical content.
• Monitor results vs. goals on a monthly basis and take action, as required, to ensure business goals and objectives are being consistently achieved.
• Analyze contact center data and generate insightful business reports/metrics and affect continual operational improvement.
• Assist with recruitment, onboarding, call quality training/development, and performance management.
• Recommend corrective actions or follow-up, as required, and engage other resources, as needed.
• Participate/lead in respective client meetings and day-to-day client communications, as required.
• Collaborate with all internal departments that deliver program-related services to ensure optimal execution and performance.
• Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
• Participate in Program design and development activities (i.e., development of primary and secondary documentation flows and charts).
• Participate in project technical set up (i.e., telephony, data collection tools, and processes, reports, and project reporting requirements).
• Additional duties as assigned by the manager.

Qualifications

• University Degree in a Healthcare or Life Sciences-related field is preferred.
• Bilingualism (English and French) is an asset.
• 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 the pharmaceutical industry.
• 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.
• Functional knowledge in contact center transformation, design, and process implementation.
• 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 basic technical issues; familiarity with contact centre technologies such as using, designing, and reporting on IVR’s.
• Intermediate to advanced knowledge of the 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 and 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.

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.
• Employee & Family Assistance Program.
• RRSP Matching Program.

Company Description

A proudly Canadian company, Sentrex Health Solutions is a fully integrated 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. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross-functional teams. Our core capabilities include:

• Specialty Pharmacy Services
• Customized Solutions for Warehouse, Wholesale & Distribution
• Patient Support Programs
• HCP & Clinic Services