Administrative team lead supporting University of Alberta Pharmacy faculty operations. Supervising staff, coordinating executive services and improving Dean’s Office processes.
About the role
- Personal Care Specialist Team Lead coordinating remote patient-support operations for Cencora and Innomar Strategies. Managing queues, coaching staff, audits, recruitment, and team performance.
Responsibilities
- Support the daily operations of the Personal Care Specialist team under the direction of a District Manager
- Coordinate daily team activities, queue management, workload prioritization, operational efficiency, and real-time support
- Ensure the team is online and available, distribute tasks, and facilitate issue identification and escalation resolution
- Manage daily queue activity and prioritize workload distribution
- Monitor operational KPIs, including call wait times, task delays, queue management, and related metrics
- Provide real-time support to PCS team members and respond to operational, copay, and FOC-related questions and escalations
- Assist in the FOC approval process
- Manage coaching and performance development through team meetings, 1:1s, feedback, and performance-gap interventions
- Conduct HR performance reviews for associates who meet goals and have no development goals
- Participate in and oversee internal audit processes, including AE audits and Genesys call audits
- Collaborate with the District Manager on hiring, engagement, and resource optimization
- Assist with recruitment and onboarding, including interview coordination, onboarding initiation, and schedule creation with the training team
- Assist with vacation and absence management, including tracking requests and absences through Workday
- Provide direction and guidance, share best practices, and identify process efficiencies
- Monitor trackers, spreadsheets, and task lists
- Report issues and challenges to the District Manager and support operational transitions and new initiatives
- Coordinate team engagement and 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
- Bilingual is an asset (essential in Quebec based roles)
- People management or supervisor experience 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, social work, business administration, healthcare administration, or a related field, or equivalent experience required
- 3+ years of experience in healthcare operations and services, patient services, case management, field operations, pharmaceutical services, or a related field required
- Less than 2 years of experience in leadership, management capacity, or a related field required
- Current RN license or RSW designation in applicable region preferred
- Certification in healthcare operations, quality, or project management (e.g., Lean Six Sigma) 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
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