Program Supervisor, Patient Support Services
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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient support program management, including leadership, coaching, and operational oversight. Proficient in monitoring performance metrics, ensuring compliance with program standards, and facilitating continuous improvement in healthcare environments.
Highest-signal resume keywords
Patient Support Program ManagementLeadership And CoachingQuality Monitoring And ImprovementWorkforce Planning And Resource AllocationBilingual English/French Capabilities
About the role
Key responsibilities & impact- Provide day-to-day leadership, coaching and support to a team delivering patient support and case management services
- Oversee workflow, staffing schedules and resource allocation to maintain program coverage and service levels
- Support contact centre operations requiring coverage between 8:00 a.m. and 8:00 p.m. ET, Monday to Friday
- Handle escalated patient, provider or program inquiries, including sensitive or complex cases
- Monitor team performance, quality, productivity, attendance and service-level metrics; identify trends and escalate concerns to the Program Manager
- Provide coaching and feedback, support goal setting, development planning and formal performance-management processes
- Monitor calls and case activity for quality, technical accuracy and adherence to program requirements
- Ensure team members follow program procedures, contractual requirements, operational standards and organizational policies
- Partner with managers and fellow supervisors to resolve workforce and scheduling challenges
- Support training, onboarding, cross-training and continuing development activities
- Identify operational, technical, quality or process issues and recommend corrective action
- Support quality and risk-management activities, including investigation and follow-up of incidents or quality concerns
- Communicate program updates, process changes and operational priorities to the team
- Collaborate with internal stakeholders to support continuous improvement, patient safety and a consistent patient experience
- Perform other related duties as required
Requirements
What you’ll need- 3+ years of relevant subject matter experience in healthcare, pharmaceutical services, patient support programs, case management, contact centre operations or a related environment, including demonstrated leadership capabilities
- Previous supervisory or people-management experience
- Experience within the pharmaceutical, specialty healthcare or Patient Support Program (PSP) industry
- Experience working in a customer, patient, case management or contact centre environment
- Knowledge of drug reimbursement, insurance coverage, financial assistance, patient case coordination or medication access
- Experience with staff scheduling, workforce planning or resource allocation
- Experience using Microsoft Office applications, including Outlook, Word and Excel
- Bachelor's degree or post-secondary education in healthcare, life sciences, business or a related discipline (preferred)
- Bilingual English/French capabilities are considered an asset
- Experience with Workforce Management (WFM) concepts, scheduling tools and contact centre operations
- Experience monitoring calls or case interactions for quality and providing coaching based on findings
- Familiarity with contact centre technologies, including IVR, call-monitoring and reporting tools
- Experience tracking and interpreting operational metrics, service levels, attendance or quality indicators
- Strong written and verbal communication, organization, problem-solving and stakeholder-management skills
- Must be available to work Monday-to-Friday hours aligned with Eastern Time business and program hours
- Occasional weekend or holiday coverage may be required
Benefits
Comp & perks- Competitive compensation package
- Annual bonus or long-term incentive opportunities may be offered
- Benefits as part of McKesson's Total Rewards
- Equal employment opportunities
- Reasonable accommodation for job search or application
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementDrug Reimbursement KnowledgeInsurance Coverage KnowledgeFinancial Assistance CoordinationOperational Metrics TrackingStaff SchedulingWorkforce Management ConceptsContact Centre OperationsPerformance ManagementQuality Assurance
Soft Skills
Strong Communication SkillsOrganizational SkillsProblem-Solving SkillsStakeholder Management Skills
Tools & Technologies
Microsoft Office ApplicationsIVR TechnologiesCall-Monitoring ToolsReporting Tools
Industry Keywords
HealthcarePharmaceutical ServicesPatient Support ProgramsContact Centre EnvironmentSpecialty Healthcare