[Hiring] Care Navigator Supervisor, Patient Programs @Sentrex

Role Description

Reporting to the associate director, 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, providing motivation, and supporting the development of team members to ensure the delivery of exceptional customer service and the achievement of key performance objectives.

The PSP Supervisor is critical in supporting the Program Care Navigators in coordinating Patient Support Program (PSP) activities. Additionally, the PSP Supervisor works closely with the Operations Manager and Associate Program Manager to optimize operational efficiencies, ensure adherence to program protocols, and promote a professional, service-oriented 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 are aligned 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 but not limited to, 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, ensuring timely and effective resolution.
• 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, workflow optimizations, and process updates.
• 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.
• Additional duties as assigned by the manager.

Qualifications

• 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.
• 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 required in Quebec.
• Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders.
• Excellent interpersonal and communication skills: ability to build and maintain good relationships with internal and external stakeholders and promote harmony amongst team members.
• Effective analytical and problem-solving skills.

Requirements

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

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.