SUPERVISOR, ONE POINT PATIENT CARE TEAM

Green Shield Canada

8d•CA$72,521 - CA$109,341

About The Position

The OnePoint team serves as the primary point of contact for physicians, patients, Patient Support Programs (PSPs), insurers, and clients. This team is responsible for managing all incoming patient referrals, ensuring patients are enrolled in programs, have financial coverage, and can begin therapy promptly. The OnePoint Supervisor provides direct people-management support to the team, including oversight, training, and coaching, which encompasses performance reviews, goal setting, and career development. As the team has expanded, this role is crucial for stabilizing and scaling operations by sharing people-management duties and ensuring consistent, high-quality service delivery.

Requirements

Post-graduate diploma in healthcare or a related field
Minimum of 3 years in healthcare, with at least 2 years in a PSP setting
Understanding of PSPs and how they operate
Reimbursement and financial support management for specialty drugs, including public and private coverage, LU codes, and free goods management
Specialty pharmacy processes and systems, including retro-billing, test billing, and systems such as Kroll
Relationship management with internal and external stakeholders
Performance monitoring and productivity tracking
Process improvement
Conflict management and issue resolution
Problem-solving and analytical thinking
Reporting and data analysis
Clear verbal and written communication
Troubleshooting PSP-related processes, including reimbursement denials, appeals, financial assistance, and test billing issues
Ability to engage, grow, and retain staff while fostering collaboration
Critical thinking and root-cause analysis
Ability to perform effectively in a high-stress environment and manage personal stress
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language.

Nice To Haves

Bachelor’s degree, preferably in science or a related field.
Additional experience in healthcare or PSP environments.

Responsibilities

Support hiring, training, and coaching of PSP staff to develop a high-performing and resilient team using existing training materials and standard operating procedures.
Oversee and streamline daily activities, manage scheduling, monitor performance, and implement program processes to enhance performance and productivity.
Implement protocols and adhere to established processes to ensure high standards of service and compliance with healthcare guidelines and contractual obligations.
Liaise with key internal and external stakeholders to provide timely and accurate updates and respond promptly to inquiries.
Address escalations and client complaints, resolve conflicts, and provide consultation on continuity of care to ensure service excellence.