About the role

Nursing Supervisor leading Canadian patient support programs for pharmaceutical manufacturers and patients. Managing nursing teams, contact-center performance, quality, KPIs, and operational improvement remotely.

Responsibilities

Implement contact center strategies and tactics to help nurse case managers and case managers achieve objectives
Manage patient caseload
Create, use, and continuously evaluate processes and systems meeting customer service, patient safety, contractual, and operational requirements
Support the manager with policy and practice development and execution
Provide leadership and coaching to team members to achieve quality standards and KPIs
Monitor calls for quality and technical accuracy and provide timely feedback
Monitor monthly results against goals and take corrective action as needed
Analyze contact center data and generate business reports and metrics
Drive continual operational improvement
Assist with recruitment, onboarding, call quality training, development, and performance management
Recommend corrective actions and engage additional resources as needed
Participate in or lead client meetings and day-to-day client communications
Collaborate with internal departments delivering program-related services
Assist with quality assurance and quality improvement initiatives
Oversee completion of required CAPA activities
Participate in program design and development, including documentation flows and charts
Participate in project technical setup, including telephony, data collection tools, processes, reports, and reporting requirements
Perform other duties assigned by the manager

University Degree in Nursing is preferred
Valid nursing license in good standing with the College of Nurses of their respective province
Bilingualism (English and French) is an asset
Minimum of 1-3 years supervisory or management experience; preference for prior reimbursement experience and/or Team Leader experience in a contact center and/or pharmaceutical industry
Program specific experience required
Experience in a fast-paced work environment with fluctuating demand for services is essential
Experience executing business strategies, including establishing clear KPIs and processes for reporting
Proven experience leading a team through organizational change
Functional knowledge of contact center transformation, design, and process implementation
Demonstrated success leading and developing a team, working with indirect reports and cross-functional partners
Demonstrated technical competence and ability to understand and troubleshoot basic technical issues
Familiarity with contact center technologies, including using, designing, and reporting on IVRs
Intermediate to advanced knowledge of the MS Suite of applications
Effective oral and written communication with internal and external customers and stakeholders
Excellent interpersonal and relationship-building skills
Effective analytical and problem-solving skills
General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes

100% Canadian with locations across the country
State-of-the-art facilities
Collaborative, engaging workplace culture
Flexible working environment promoting work-life balance
Diverse and inclusive culture
Employee Development Program
Industry-leading, in-house corporate training throughout the year
Competitive Salary
Generous vacation entitlement
Wellness Program, including 5 paid days off for 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
Accommodations available upon request during the selection process