Operations Supervisor

At BioScript Solutions, we’re committed to simplifying access to specialty care for people with chronic health conditions and rare diseases. From our home base in Atlantic Canada, we’ve grown into a national network of 13 pharmacies, 100+ Coverdale Clinics, and comprehensive patient support programs (NavieGo) that serve thousands of people across the country. And together, with our third-party logistics and A&D Wholesale operations, we’re proud to be a Canadian leader in specialty health care.

**Your future starts here**

The Operations Supervisor at the Coverdale Resource Centre will be responsible for managing the day-to-day activities of your Patient Service Coordinator team, ensuring operational efficiency, high-quality patient care, and compliance with service standards. The Operations Supervisor acts as a bridge between the leadership team and frontline staff, fostering a positive and collaborative culture.

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

**How you will make an impact**
- 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.
- 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.
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 on 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; and
- Responsible to report any patient safety information as per adverse event reporting
requirements and product quality complaints reporting requirements.

**What you’ll bring to our team**
- 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 and pro
- 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; bilingual proficiency in English and French is preferred.
- Compassionate and patient-focused mindset, with a commitment to delivering high-quality service