Supervisor, Patient Care

Shoppers Drug Mart•Mississauga, ON

27d•CA$60,000 - CA$82,500•Onsite

About The Position

The Supervisor, Patient Care provides day-to-day leadership and operational oversight to the Patient Care Specialist/Coordinator (PCS/PCC) team. This role is responsible for team performance, workflow and resource management, coaching and development, escalations, and achievement of established service level agreements (SLAs), key performance indicators (KPIs), and quality standards. Specialty Health Network (SHN), a division of Shoppers Drug Mart, is a growing organization focused on delivering exceptional patient support. As part of Loblaw Companies Limited, we offer competitive compensation and benefits, employee discounts, retirement and share ownership programs, professional development, and opportunities for career growth across the organization. We’re looking for collaborative, adaptable people who build trust, embrace change, and are passionate about making a difference for patients.

Requirements

University degree or equivalent relevant education and experience.
Leadership or supervisory experience, preferably within healthcare, pharmaceuticals, customer service, or a contact centre environment.
3–5 years of healthcare or pharmaceutical industry experience, ideally supporting patients and healthcare professionals.
3–5 years of customer service or contact centre experience.
Knowledge of specialty pharmacy and patient support programs, including reimbursement and program service delivery.
Demonstrated ability to lead teams, manage performance, and deliver against KPIs and SLAs.
Strong analytical, problem-solving, communication, and relationship-building skills.
Ability to manage competing priorities and perform effectively in a fast-paced, changing environment.
Strong attention to quality, compliance, confidentiality, and data integrity.
Proficiency with technology and the ability to learn multiple systems, including Salesforce and Microsoft Office.

Nice To Haves

Bilingualism in French and English is an asset.

Responsibilities

Lead daily team operations, including workload distribution, queue management, scheduling, staffing, and resource allocation.
Monitor KPI, SLA, quality, and productivity performance; analyze results, address gaps, and implement corrective actions.
Coach and develop team members through regular one-on-ones, performance reviews, call audits, feedback, and training.
Oversee onboarding and ongoing development to ensure colleagues have the knowledge and skills required to succeed.
Serve as the first point of escalation for complex patient, reimbursement, customer service, and operational issues.
Collaborate with Case Management, Field Case Management, and cross-functional partners to resolve concerns and support positive patient outcomes.
Ensure operational data is accurate and complete, identifying and resolving data quality issues as required.
Support the implementation of new programs and processes and ensure consistent adherence to policies, procedures, and client requirements.
Identify and implement opportunities to improve workflows, service quality, and operational efficiency.
Provide direct PCS/PCC support during peak periods or staffing shortages as required.
Maintain compliance with privacy, confidentiality, adverse event (AE), and product technical complaint (PTC) reporting requirements.
Additional duties or tasks may be assigned as operational needs evolve.