[Hiring] Operations Supervisor @BioScript Solutions

Role Description

We are seeking a people-first operational leader to oversee and support a team of Patient Service Coordinators in a fast-paced healthcare contact center environment. In this role, you will balance service levels, team performance, patient experience, and daily operational priorities while building a culture of accountability, engagement, and collaboration. This hands-on leadership position is focused on coaching, supporting day-to-day execution, and helping the team deliver consistent, high-quality service.

This position requires close collaboration with other Operations Supervisors overseeing similar teams to ensure consistency in leadership, processes, and service delivery.

Benefits

• Epic Work-Life Balance: Flexible remote work options because we value your time and well-being.
• Growth Opportunities: Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
• Vibrant Culture: Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.
• Attractive Compensation: Competitive salary, incentive program, and comprehensive benefits package.

Your Mission

• Team Leadership and Management
  • Supervise, coach, and mentor the Patient Service Coordinator team, promoting a culture of excellence and collaboration.
  • Facilitate regular coaching sessions, team meetings, and trainings to equip and inspire Patient Service Coordinators to meet and exceed performance targets.
  • Conduct regular performance evaluations and provide actionable feedback to support individual and team development.
  • Identify training needs and coordinate ongoing professional development programs.
  • Address performance issues by implementing performance improvement plans or recognizing exceptional performance.
  • Collaborate with other Patient Care Operations Supervisors to develop and implement consistent leadership practices, communication, and expectations across all teams.
  • Support the team and business leadership with change management and transition planning activities associated with new technologies and processes.
• Operational Oversight
  • Manage day-to-day operations, ensuring the team adheres to workflows, policies, and procedures.
  • Work collaboratively with the other supervisors to ensure consistency and alignment in the implementation of operational strategies and team workflows.
  • Monitor individual and team key performance indicators (KPIs) such as call metrics, service levels, and patient satisfaction.
  • Oversee workforce planning, including scheduling and resource allocation, to meet daily demands efficiently.
  • Act as an escalation point for complex patient or stakeholder concerns, ensuring timely resolution.
  • Assist in developing and implementing policies, procedures, and workflows.
• Quality Management
  • Maintain service quality standards and patient-first principles in all team interactions.
  • Support audits, root cause analyses, and implementation of corrective actions to improve service delivery.
  • Ensure all patient safety and quality concerns are reported in compliance with adverse event reporting requirements.
  • Collaborate with other supervisors to align quality assurance measures and implement shared solutions to address challenges.
• Collaboration and Communication
  • Serve as a liaison between the Senior Operations Manager and the Patient Service Coordinator team, ensuring alignment of goals and expectations.
  • Work closely with the other Patient Care Operations Supervisors to share best practices, address challenges, and promote a unified approach to team management and service delivery.
  • Collaborate with internal teams to address operational challenges and optimize workflows.
  • Facilitate clear, transparent communication within the team and across departments.
  • Regularly analyze performance, prepare summary reporting and presentations for management, highlighting achievements and proposing recommendations for improvement.
• Leadership Responsibilities
  • Provides clear direction, sets measurable goals, and holds team members accountable for performance and results.
  • Coaches, develops, and supports team members through regular feedback, performance reviews, and career development planning.
  • Fosters a high-performing, inclusive team culture that aligns with company values and business objectives.

Qualifications

• Post-secondary education in business administration, healthcare management, or a related field (or equivalent combination of education and experience).
• Minimum of 3 years of experience in a healthcare or customer service environment, including 1-2 years in a supervisory or leadership role.
• Strong leadership and people management skills, with a demonstrated ability to motivate and develop teams.
• Excellent collaboration skills, with the ability to work effectively with peers to achieve consistency in leadership.
• Excellent organizational and problem-solving skills, with attention to detail.
• Proficiency in Microsoft Office 365; experience with Salesforce CRM and workforce management tools is an asset.
• Exceptional verbal and written communication skills; English proficiency is required for this position to effectively communicate with internal and external stakeholders.
• Compassionate and patient-focused mindset, with a commitment to delivering high-quality service.
• Bilingualism (French and English) may be required depending on the specific role, location, and the needs of the organization.

Compensation

At BioScript, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.