Supervisor, One Point Patient Care

Résumé du poste

The Supervisor provides direct people-management, training, and coaching to the OnePoint team to ensure high-quality patient referral and enrollment services. They are responsible for streamlining daily operations, managing stakeholder relationships, and resolving complex escalations to maintain service excellence.

Détails du poste

The OnePoint team is the single point of contact for physicians, patients, Patient Support Programs (PSPs), insurers, and clients. The team manages all incoming patient referrals and ensures patients are enrolled into programs, have financial coverage, and begin therapy as quickly as possible. The OnePoint Supervisor provides direct people-management support to the team, including oversight, training, and coaching (performance reviews, goal setting, and career development). As the team has grown, this role supports stabilizing and scaling operations by sharing people-management responsibilities and ensuring consistent, high-quality service delivery. Key Responsibilities Support hiring, training, and coaching of PSP staff to develop a high-performing and resilient team using existing training materials and standard operating procedures. Oversee and streamline daily activities, manage scheduling, monitor performance, and implement program processes to enhance performance and productivity. Implement protocols and adhere to established processes to ensure high standards of service and compliance with healthcare guidelines and contractual obligations. Liaise with key internal and external stakeholders to provide timely and accurate updates and respond promptly to inquiries. Address escalations and client complaints, resolve conflicts, and provide consultation on continuity of care to ensure service excellence. WHO WE ARE LOOKING FOR Post-graduate diploma Minimum of 3 years in healthcare, with at least 2 years in a PSP setting Preferred: 4+ years in healthcare, with at least 3 years in a PSP setting Understanding of PSPs and how they operate Reimbursement and financial support management for specialty drugs, including public and private coverage, LU codes, and free goods management Specialty pharmacy processes and systems, including retro-billing, test billing, and systems such as Kroll Relationship management with internal and external stakeholders Performance monitoring and productivity tracking Process improvement Conflict management and issue resolution Problem-solving and analytical thinking Reporting and data analysis Clear verbal and written communication Troubleshooting PSP-related processes, including reimbursement denials, appeals, financial assistance, and test billing issues Ability to engage, grow, and retain staff while fostering collaboration Critical thinking and root-cause analysis Ability to perform effectively in a high-stress environment and manage personal stress Nice to Have Bachelor’s degree, preferably in science Additional experience in healthcare or PSP environments beyond minimum requirements GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially. Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.

Ce que vous ferez

The Supervisor provides direct people-management, training, and coaching to the OnePoint team to ensure high-quality patient referral and enrollment services. They are responsible for streamlining daily operations, managing stakeholder relationships, and resolving complex escalations to maintain service excellence.

Exigences

Candidates must have a post-graduate diploma and at least 3 years of healthcare experience, with a minimum of 2 years specifically in a Patient Support Program (PSP) setting. Proficiency in reimbursement management, specialty pharmacy systems like Kroll, and performance tracking is required.

Compétences indiquées

• Résolution de problèmes · Souhaitée
• Analyse de données · Souhaitée
• Compliance · Souhaitée
• Communication · Souhaitée
• Reporting · Souhaitée
• Root Cause Analysis · Souhaitée
• Performance Monitoring · Souhaitée
• Process Improvement · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• People Management
• Patient Support Programs
• Reimbursement Management
• Specialty Pharmacy Processes
• Kroll
• Performance Monitoring
• Process Improvement
• Conflict Management
• Data Analysis
• Stakeholder Management
• Root-Cause Analysis
• Problem-Solving
• Training and Coaching
• Compliance
• Reporting
• Communication

Domaines d’emploi

• Healthcare
• Management & Leadership
• Customer Service & Support
• Administrative