Personal Care Specialist

2 days ago
montreal administrative region, qc, Canada MWI Buying Group Full-time
POSITION SUMMARY:The Personal Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team working under the direction of a District Manager. The PCS Team Lead is responsible for the day-to-day coordination of team activities, operational efficiency, and serves as a resource and coach for team members. This role is designed to optimize team expertise, relieve complexities for District Managers managing multiple functions, and provide ongoing support to a growing and evolving PCS team.PRIMARY DUTIES AND

RESPONSIBILITIES:
* Ensure team is online, available, and schedules are adhered to
* Distribute tasks and facilitate rapid issue/escalation resolution
* Respond to team questions and escalations related to operations, copay, and FOC requests
* Monitor operational KPIs (call wait times, task delays, queue management, etc.)
* Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions)
* Auditing responsibilities (AE audits, Genesys audits)
* Collaborate with District Manager on hiring, engagement, and resource optimization
* Provide direction and guidance to team members
* Assist in holiday/vacation management as requested by District Manager
* Monitor and manage records (BioScript spreadsheet, task lists)
* Facilitate sharing of best practices and find efficiencies in daily processes
* Report issues and challenges to District Manager
* Support operational transitions and new initiatives
* Coordinate overall engagement and team morale

QUALIFICATIONS:
* Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience
* Recognized expertise and respected by peers within PCS function
* Experience in operational and team coordination preferred
* Proven ability to manage stressful situations and multitask
* Solution-oriented mindset and resourcefulness
* Excellent interpersonal and communication skills
* Track record of coaching/mentoring others
* Available to work within assigned region
* Background in healthcare operations, customer service, or clinical support is an assetMINIMUM SKILLS, KNOWLEDGE, AND ABILITY

REQUIREMENTS:
* Strong organizational skills and attention to detail
* Effective time management and ability to set priorities
* Ability to analyze operational challenges and suggest improvements
* Strong customer focus and team engagement skills
* Proven problem-solving and critical thinking abilities
* Ability to communicate clearly both orally and in writing
* Ability to work collaboratively with DMs and other teams
* Commitment to upholding and optimizing PCS team best practices

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