Remote Patient Support Program, Supervisor

Position Type:                    Full Time

Department:                      Patient Support Programs

Work Location:                  Canada 

Work Arrangement:        Remote

Work Hours:                     Monday to Friday – Standard office hours with occasional flexibility between 8am and 8 pm

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 and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, 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:

Reporting to the Associate Program Manager, the Supervisor, Patient Programs will ensure a professional and service-oriented work environment by monitoring performance, motivating, and developing their team members to deliver excellent customer service and achieve required performance objectives.⯠The Supervisor is responsible for supporting the management team in coordinating workforce and workflow related activities.â¯The Supervisor must be well versed in PSP service offerings, organizational procedures, contact centre technology, and reporting.

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

• 
  
• Implement contact center strategies and tactics to help case managers achieve their objectives.
  
• Create, utilize, and continuously evaluate scheduling processes and systems that best meet our customer’s requirements for service, patient safety, contractual obligations, and operational standards.
  
• Supports manager with the development and execution of policies and practices; always responds according to policy direction and seeks assistance with unusual situations and/or staff non-adherence.
  
• Provide leadership and coaching to team members to ensure Quality and established KPI’s are achieved.
  
• Monitors calls for quality and technical accuracy, provide timely feedback on soft skills as well as technical content.
  
• Monitor results vs. goals on a monthly basis and take action, as required, to ensure business goals and objectives are being consistently achieved.
  
• Analyze contact center data and generate insightful business reports/metrics and affect continual operational improvement.
  
• Assist with recruitment, onboarding, call quality training/development, and performance management.
  
• Recommends corrective actions or follow-up, as required, and engages other resources, as needed.
  
• Participate/lead in respective client meetings and day-to-day client communications, as required.
  
• Collaborate with all internal departments that deliver program-related services to ensure optimal execution and performance.
  
• Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.
  
• Participate in Program design and development activities (i.e., development of primary and secondary documentation flows and charts).
  
• Participate in project technical set up (i.e., telephony, data collection tools, and processes, reports, and project reporting requirements).
  
• Additional duties as assigned by the manager.
  

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

• 
  
• University Degree in a Healthcare or Life Sciences-related field is preferred
  
• Bilingualism (English and French) is an asset
  
• M