Clinical Team Lead

5 days ago


Mississauga, Ontario, Canada Shoppers Drug Mart Specialty Health Network Full time
Job Description
As a Clinical Team Lead at Shoppers Drug Mart Specialty Health Network, you will be responsible for leading the Patient Care Specialist team. This includes managing program case loads, escalations, and coaching and mentoring direct reports on customer service, reimbursement, training/services coordination, and ensuring the required scope of service for various programs aligns with business objectives.

Key Responsibilities
- Manage the PCS team, including assigning patients to team members, moving resources as needed, and taking action to resolve any backlog.
- Develop and implement processes to improve efficiency, productivity, and quality of service.
- Collaborate with the team to meet SLAs and KPIs for the client and department.
- Work closely with management teams, Field Case Managers/Case Managers, and other departments to support the PCS team.

Requirements and Qualifications
- University degree
- Proven experience in leadership/supervisory roles, preferably in Customer Service, Call Centre, or pharmaceutical industry settings.
- 3-5 years' experience in healthcare or pharmaceutical industry, working directly with patients and other health professionals.
- Strong understanding of Specialty Pharmacy business, program structure, delivery of services, customer base, and client-centered approach.
- Bilingualism (French & English) preferred.

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