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Bilingual Patient Support Program Supervisor

1 day ago

Markham, Ontario, Canada Sentrex Health Solutions Full time

Position Type:
Full-time

Department:
Patient Support Programs

Work Arrangement:
Hybrid - Atlantic Provinces

Work Hours:
Monday to Friday with flexibility between 8 am and 8 pm (EST)

Travel Required:
Up to 10% travel as required in all Atlantic provinces

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include
Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.
Come and join our team But first, let us tell you why we love working here:

  • We are 100% Canadian with locations across the country
  • State-of-the-art facilities to provide high-quality products and services
  • The opportunity to be a part of a winning, high-performing team
  • Collaborative, engaging workplace culture – we are passionate about our people
  • Flexible working environment that promotes a healthy work-life balance
  • Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
  • High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:
The Patient Support Program Supervisor fosters a professional, service-oriented work environment. The role involves monitoring team performance, providing motivation, and supporting the development of team members to ensure the delivery of exceptional customer service & the achievement of key performance objectives. The role is critical in supporting the Field Clinic Support Managers, Case Managers, In-Clinic PSP Support Managers, and Pharmacy Case Managers in coordinating Patient Support Program activities. Word closely with the Program Manager and client personnel to optimize operational efficiencies. A deep understanding of PSP service offerings, field operations, clinic support, organizational procedures, reporting, relationship building, and people management is essential for success in this role.

A Day in the Life (What you will do here):

  • Support all field-related PSP health case management activities, including reporting, dose reconciliation, patient readiness, clinic management, and program services (e.g., reimbursement in line with client agreements).
  • Troubleshoot and resolve challenges through effective communication with internal and external stakeholders to ensure timely resolution.
  • Educate clinics on program services and address clinic challenges within the scope of the PSP and contractual agreements.
  • Assist In-Clinic PSP Support Managers with program materials, service offerings, role expectations, and training.
  • Report Adverse Events/Severe Adverse Events (AEs/SAEs) in compliance with approved SOPs.
  • Conduct regular touchpoints to discuss clinic operations and health case manager performance, including ride-along visits with field case managers.
  • Support the Program Manager in policy and practice development, ensuring adherence and seeking guidance for exceptional cases or non-compliant staff.
  • Collaborate with personnel to manage clinic operations, provide updates, resolve issues, and offer timely feedback.
  • Provide leadership and coaching to ensure quality standards and KPIs are achieved.
  • Generate business reports/metrics to drive continuous operational improvements.
  • Assist with recruitment, onboarding, training, and performance management of program personnel.
  • Recommend corrective actions or follow-ups as necessary and engage additional resources as required.
  • Participate in or lead internal and client meetings, handling day-to-day client communications as needed.
  • Collaborate with internal and external colleagues to ensure optimal execution and performance of program-related services.
  • Contribute to quality assurance and improvement initiatives to enhance program effectiveness.
  • Engage in program design and development activities, including creating documentation, flowcharts, and processes.
  • Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
  • Participate in feedback-gathering and sharing activities aligned with program goals.
  • Implement contact center strategies to support case managers and enhance performance.
  • Evaluate and improve scheduling processes to meet customer, safety, compliance, and operational standards.
  • 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.
  • Analyze contact center data to generate reports and drive ongoing operational improvements.
  • Support quality assurance and improvement initiatives, completing all required corrective and preventive actions (CAPA).
  • Assist with other duties as assigned by the manager

What you need to ensure you are set up for success:

  • 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.
  • Bilingualism (English/French) is required.
  • 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.
  • Intermediate to advanced knowledge of MS Suite of applications
  • Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience, and judgment
  • Excellent interpersonal skills: ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members
  • Effective analytical and problem-solving skills
  • General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes.
  • Must be willing to travel
  • Must have a valid driver's license
  • Preferred Candidate resides in Eastern Canada / Atlantic Provinces
  • Experience in ophthalmology is an asset
  • Flexibility to work 8-hour shifts between 8AM - 8PM EST
  • Additional duties as assigned

What makes you a great fit for this team:

  • 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.

Why join Sentrex?
We value our employees Our permanent full-time employees are provided with a:

  • 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
  • RRSP Matching Program
  • Employee & Family Assistance Program

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.
We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you
Accommodations can be made available upon request for those candidates taking part in the selection process.