Superviseur de district / District Supervisor (Québec)

Sentrex Health Solutions • Montreal, QC

13d • Hybrid

About The Position

Reporting to the Associate Director, the District Supervisor 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 District Supervisor is responsible for supporting the Field Case Managers in coordinating Patient Support Program (PSP) activities, as well as supporting the Program Manager and client personnel in ensuring operational efficiencies. The Supervisor must be well versed in PSP service offerings, organizational procedures, reporting, relationship building and people management.

Requirements

• 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;
• 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 basic technical issues.
• Intermediate to advance knowledge of MS Suite of applications
• Bilingualism (English/French) is required in Quebec.
• 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

Nice To Haves

• 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.

Responsibilities

• Actively support all field related PSP health case management activities including, but not limited to, reporting, dose reconciliation, patient readiness and support materials, clinic management and program service offerings (including reimbursement services as outlined in contractual client agreements)
• Troubleshoot challenges and support field health case managers by effectively communicating with internal and external stakeholders and working towards timely resolution.
• Actively educate clinics on program services and seek opportunities to present solutions to clinic challenges within the scope of the PSP and contractual client agreements.
• Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
• Implement regularly occurring touch points to discuss clinic operations and performance management of health case managers, conduct ride along visits to clinics with field case managers.
• Proactively supports Program 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.
• Proactively supports personnel with clinic management by communicating updates, resolving issues and providing timely feedback as is it is received by the clinic.
• Provide leadership and coaching to team members to ensure quality and established KPI’s are achieved
• Generate insightful business-reports/metrics and affect continual operational improvement.
• Assist with recruitment, onboarding, program personnel training/development, and performance management.
• Recommends corrective actions or follow up as required and engages other resources as needed.
• Participate/lead in respective internal PSP and external client meetings and day to day client communications as required.
• Collaborate with all internal and external colleagues that deliver program-related services to ensure optimal execution and performance
• Assist with quality assurance and quality improvement initiatives.
• Participate in program design and development activities (i.e., development of primary and secondary documentation flows and charts)
• Additional duties as determined by your Manager

Benefits

• 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
• Employee & Family Assistance Program
• RRSP Matching Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level