Supervisor, Patient Support Programs - West Coast (Remote)

Sentrex

3d • Remote

About The Position

Sentrex Health Solutions is a proudly Canadian, fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We offer innovative solutions to ensure patients have access to and support for their treatments to maximize outcomes. Our services include strategic distribution models and patient support programs, supported by integrated technology, an in-house creative agency, and experienced teams. Our core capabilities encompass Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services, and HCP & Clinic Services. We are a growing company with locations across Canada, offering state-of-the-art facilities, a high-performing team environment, a collaborative and engaging culture, a flexible working environment promoting work-life balance, and a diverse and inclusive culture. We provide opportunities for learning and growth through our Employee Development Program and in-house corporate training.

Requirements

• A 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 fundamental technical issues.
• Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders
• Excellent interpersonal and communication skills: ability to build and maintain good relationships with internal and external stakeholders and promote harmony amongst team members

Nice To Haves

• Bilingualism (English/French) is an asset
• 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

• Perform day-to-day leadership, coaching, and performance support to Program Coordinators and Care Navigators.
• Monitor individual and team performance metrics, ensuring adherence to program Standard Operating Procedures (SOPs), quality standards, and Key Performance Indicators (KPIs).
• Support recruitment, onboarding, and ongoing training to ensure staff are aligned with program workflows and expectations.
• Provide timely, constructive feedback and recommend corrective actions when necessary.
• Foster a positive, collaborative team culture focused on service excellence and patient-centered support.
• Oversee administrative and patient support activities, including enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach.
• Monitor caseload volume and provide input on resource allocation decisions.
• Troubleshoot and resolve issues escalated by Program Coordinators and Care Navigators, ensuring timely and effective resolution.
• Collaborate with internal teams to address operational challenges and support continuous improvement efforts.
• Maintain strong working relationships with internal partners to facilitate seamless execution of PSP services.
• Support implementation of operational enhancements such as scheduling improvements, workflow optimizations, and process updates.
• Review team performance metrics and case activity reports to identify trends, gaps, or opportunities for improvement.
• Assist with special projects, system enhancements, and new service offerings as assigned.
• Participate in training initiatives, professional development activities, and program updates.
• Perform additional duties as assigned by Manager.
• Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
• Implement contact center strategies to support case managers and enhance performance.
• Monitor call quality and provide feedback on both soft skills and technical content for continuous improvement.
• Track results versus goals monthly, taking corrective action to meet business objectives.
• Assist with other duties as assigned by the 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
• RRSP Matching Program
• Employee & Family Assistance Program

What This Job Offers

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