Chef d’équipe dirigeant le nouveau programme interne de maintenance MHE de Lineage dans la région de Montréal. Diagnostiquer les équipements, coordonner les réparations et encadrer les techniciens.
About the role
- Personal Care Specialist Team Lead coordinating patient-support operations for Cencora. Coaching PCS staff, managing workflows, monitoring KPIs, and resolving escalations.
Responsibilities
- Ensure the team is online, available, and adhering to schedules
- Distribute tasks and facilitate rapid issue and escalation resolution
- Respond to team questions and escalations related to operations, copay, and FOC requests
- Monitor operational KPIs, including call wait times, task delays, and queue management
- Manage coaching and performance development through team meetings, one-to-ones, and performance-gap interventions
- Conduct AE and Genesys audits
- Collaborate with the District Manager on hiring, engagement, and resource optimization
- Provide direction and guidance to team members
- Assist with holiday and vacation management as requested by the District Manager
- Monitor and manage records, including the BioScript spreadsheet and task lists
- Facilitate sharing of best practices and identify efficiencies in daily processes
- Report issues and challenges to the District Manager
- Support operational transitions and new initiatives
- Coordinate overall engagement and team morale
Requirements
- Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience
- Recognized expertise and respected by peers within PCS function
- Experience in operational and team coordination preferred
- Proven ability to manage stressful situations and multitask
- Solution-oriented mindset and resourcefulness
- Excellent interpersonal and communication skills
- Track record of coaching/mentoring others
- Available to work within assigned region
- Background in healthcare operations, customer service, or clinical support is an asset
- Strong organizational skills and attention to detail
- Effective time management and ability to set priorities
- Ability to analyze operational challenges and suggest improvements
- Strong customer focus and team engagement skills
- Proven problem-solving and critical thinking abilities
- Ability to communicate clearly both orally and in writing
- Ability to work collaboratively with DMs and other teams
- Commitment to upholding and optimizing PCS team best practices
- Bachelor's degree in nursing, pharmacy, public health, health administration, or a related field, or equivalent experience required
- 2+ years of experience in specialty pharmacy, patient navigation, case management, or a related field required
- HIPAA or applicable compliance training required
- Certification in quality management, auditing, process improvement, pharmacy operations, or healthcare quality preferred
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
- Reasonable accommodations during the employment process
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