Personal Care Specialist Team Lead

Accountabilities:

• Coordinate daily Personal Care Specialist team activities, ensuring team members are online, available, and adhering to established schedules.

• Manage daily queues and prioritize workload distribution to maximize operational efficiency and timely patient support.

• Monitor key operational performance indicators, including call wait times, task delays, queue activity, and other relevant service metrics.

• Provide real-time support to team members and act as a first point of escalation for operational, copay, and FOC-related questions and issues.

• Assist with assigned FOC approval activities in collaboration with the District Manager.

• Coach and support team members through team meetings, one-on-one discussions, performance feedback, and targeted performance improvement initiatives.

• Conduct designated performance reviews and contribute to employee development and performance excellence.

• Participate in and oversee internal audit activities to maintain compliance, quality, and operational standards, including relevant case and call audits.

• Partner with the District Manager on recruitment, employee engagement, workforce planning, and resource optimization.

• Support recruitment and onboarding activities, including interview coordination, onboarding initiation, and schedule creation in collaboration with training teams.

• Assist with vacation and absence management, including tracking requests and absences through applicable workforce-management systems.

• Share best practices, identify process efficiencies, and provide direction and guidance to team members.

• Maintain accurate operational records, trackers, spreadsheets, task lists, and other team documentation.

• Escalate operational challenges and emerging issues to the District Manager and support the implementation of new initiatives and operational transitions.

• Promote team engagement, morale, collaboration, and a strong culture of patient-centered service.

Requirements:

• Minimum 3 years of experience as a Personal Care Specialist or in a relevant patient-support, case-management, healthcare-services, or clinical-support environment.

• 3+ years of experience in healthcare operations, patient services, case management, field operations, pharmaceutical services, or a related area.

• Bachelor's degree in Nursing, Social Work, Business Administration, Healthcare Administration, or a related discipline, or equivalent professional experience.

• Recognized expertise within the Personal Care Specialist function and credibility among peers.

• Experience coordinating teams, workflows, or operational activities is preferred.

• Previous leadership, supervisory, people-management, or team-coordination experience is an asset.

• Current RN license or RSW designation in the applicable region is preferred.

• Certifications in healthcare operations, quality, or project management, such as Lean Six Sigma, are advantageous.

• Strong organizational skills, attention to detail, time management, and ability to establish priorities effectively.

• Proven ability to manage multiple tasks and remain composed and effective in stressful or fast-paced situations.

• Strong problem-solving, analytical, and critical-thinking skills, with a solution-oriented and resourceful approach.

• Excellent interpersonal and communication skills, both written and verbal.

• Demonstrated experience coaching, mentoring, or developing colleagues.

• Strong customer and patient-service orientation with a commitment to team engagement and service quality.

• Ability to analyze operational challenges, recommend improvements, and promote effective working practices.

• Ability to collaborate effectively with District Managers, cross-functional teams, and other stakeholders.

• Comfortable working independently in a remote environment while maintaining strong communication and accountability.

• Willingness to uphold and continuously improve established Personal Care Specialist best practices.

• Bilingual English/French capability is an asset and is essential for applicable roles based in Quebec.

• Availability to work within the assigned region.

Benefits:

• Full-time remote work opportunity within Canada.

• Opportunity to take on a leadership role within a patient-centered healthcare environment.

• Comprehensive health and wellness benefits, including medical, dental, and vision coverage where applicable.

• Support for physical, emotional, financial, and social well-being.

• Family-focused benefits that may include backup dependent care, adoption assistance, family-building support, and caregiver resources.

• Paid parental leave and other family-friendly programs.

• Access to behavioral health and wellness resources.

• Professional development opportunities through training programs, mentorship, and career-development resources.

• Opportunities to participate in employee resource groups and volunteer initiatives.

• Opportunity to influence operational efficiency, employee engagement, service quality, and patient-support outcomes.

• Collaborative environment that values continuous improvement, coaching, and professional growth.