Patient Support Program Supervisor (9Month Contract)

About the Role

We are seeking a Patient Support Program Supervisor to lead and support a remote case management team within a dynamic contact centre environment. This role is responsible for daytoday people leadership workforce coordination quality oversight and operational support to ensure highquality patientfocused service delivery.

Reporting to the Manager the Supervisor plays a handson leadership rolesupporting staff performance coaching new and existing team members and stepping into case management activities as needed to support workload escalations and continuity of care.

This is a 9month fixedterm contract and a fully remote role supporting patients and programs across Canada.

What Youll Do:

• Supervise coach and support a team of patient support / case management professionals in a contact centre setting
• Actively participate in case management activities (approximately 10% of monthly work time) including escalated or sensitive cases
• Ensure team adherence to policies procedures quality standards and contractual service levels
• Monitor performance productivity attendance and quality metrics; provide timely feedback and coaching
• Complete performance checkins documentation and formal appraisals in accordance with company guidelines
• Support workforce scheduling activities to ensure appropriate coverage aligned to forecasted demand (including weekdays and occasional weekends/holidays as required)
• Identify trends related to scheduling attendance or performance and escalate recommendations to the Manager
• Support onboarding and training of new hires through coaching call monitoring shadowing and knowledge reinforcement
• Collaborate with Quality Assurance Workforce Management and program stakeholders to address risks incidents and process improvements
• Promote patient safety service integrity professionalism and a culture of accountability and respect
• Assist with basic technology troubleshooting and support team adoption of contact centre systems and tools

Basic Requirements:

• Minimum 3 years of relevant professional experience including demonstrated leadership or supervisory responsibilities
• Experience leading or supporting teams in a contact centre patient services healthcare support or customer service environment
• Experience monitoring performance coaching employees and supporting daytoday operations
• Strong verbal and written communication skills
• Ability to lead in a fastpaced environment with fluctuating service demand

Preferred Skills / Experience:

• Previous experience in patient support programs case management reimbursement or specialty healthcare services
• Experience with workforce scheduling staffing coordination or callcentre operations
• Familiarity with quality monitoring call listening or service audits
• Experience supporting remote or hybrid teams
• Proficiency with contact centre technologies and Microsoft Office (Excel Outlook Teams)
• Bilingualism (English/French) is considered an asset

Work Location & Requirements:

• Fully remote role (homebased within Canada)
• Standard operating hours typically fall between 8:00 a.m. 8:00 p.m. (MondayFriday) with occasional weekend or holiday coverage as required
• Prolonged periods of computer and phone use