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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in personal care support and operational management, with a strong focus on team coordination, performance development, and process optimization. Proven ability to analyze operational challenges and implement effective solutions while maintaining high standards of customer service.
Highest-signal resume keywords
Personal Care Specialist ExperienceHealthcare Operations ManagementCoaching And MentoringBilingual CommunicationOperational KPI Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Patient SupportCase ManagementOperational EfficiencyQueue ManagementPerformance ReviewsTask PrioritizationHR ProcessesData AnalysisProblem SolvingTime Management
Soft Skills
Interpersonal SkillsCommunication SkillsTeam EngagementResourcefulnessOrganizational Skills
Tools & Technologies
WorkdayGenesys
Certifications & Qualifications
RN LicenseRSW DesignationHealthcare Operations CertificationLean Six Sigma Certification
Industry Keywords
HealthcarePatient ServicesField OperationsPharmaceutical ServicesQuality Management
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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