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Bilingual Supervisor, Patient Support Programs
Sentrex Health Solutions. Provide leadership, coaching, and operational oversight to Patient Support Program services .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates leadership and operational oversight in Patient Support Program services, with a focus on team development, performance monitoring, and process improvement. Proficient in managing enrollment coordination, reimbursement navigation, and technical troubleshooting while fostering a collaborative, patient-centered culture.
Highest-signal resume keywords
Team LeadershipPerformance MonitoringReimbursement NavigationBilingualism (English/French)Operational Oversight
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance MetricsKPI EstablishmentTechnical TroubleshootingData Collection ToolsContact Center StrategiesSOP AdherenceCase DocumentationEnrollment CoordinationBusiness Strategy ExecutionQuality Standards
Soft Skills
Effective CommunicationInterpersonal SkillsRelationship BuildingConflict ResolutionCoaching
Tools & Technologies
Telephony SystemsReporting Tools
Industry Keywords
Patient Support ProgramHealthcareLife SciencesPharmaceutical IndustryContact Centre
About the role
Key responsibilities & impact- Provide leadership, coaching, and operational oversight to Patient Support Program services
- Perform day-to-day leadership, coaching, and performance support for Program Coordinators and Care Navigators
- Monitor individual and team performance metrics, SOP adherence, quality standards, and KPIs
- Support recruitment, onboarding, and ongoing training
- Provide constructive feedback and recommend corrective actions
- Foster a collaborative, patient-centered team culture
- Oversee enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach
- Monitor caseload volume and provide input on resource allocation
- Troubleshoot and resolve escalated issues
- Collaborate with internal teams and partners on operational challenges and continuous improvement
- Support scheduling, workflow, and process enhancements
- Review performance metrics and case activity reports to identify trends and improvement opportunities
- Assist with special projects, system enhancements, and new service offerings
- Participate in training initiatives, professional development, and program updates
- Assist with technical setup involving telephony systems, data collection tools, and reporting requirements
- Implement contact center strategies to support case managers and enhance performance
- Monitor call quality and provide feedback on soft skills and technical content
- Track monthly results against goals and take corrective action to meet business objectives
Requirements
What you’ll need- A University Degree in a healthcare or life sciences-related field is preferred
- Minimum of 1-3 years supervisory or management experience
- Prior reimbursement experience and/or Team Leader experience in a Contact Centre and/or pharmaceutical industry experience preferred
- Experience in a fast-paced work environment with fluctuating demand for services
- Experience executing business strategies, including establishing clear KPIs and processes for reporting
- Proven experience leading a team through organizational change
- Demonstrated success leading and developing a team, working with indirect reports and cross-functional partners
- Demonstrated technical competence and ability to understand and troubleshoot fundamental technical issues
- Bilingualism (English/French) is required
- Effective oral and written communication with internal and external customers and stakeholders
- Excellent interpersonal and communication skills
- Strong relationship-building and conflict-harmony skills among team members
Benefits
Comp & perks- State-of-the-art facilities to provide high-quality products and services
- Flexible working environment that promotes a healthy work-life balance
- Diverse and inclusive culture
- Opportunities for learning and growth supported by the Employee Development Program
- Industry-leading, in-house corporate training offered throughout the year
- Competitive Salary
- Generous vacation entitlement
- Wellness Program with 5 paid days off for well-being
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD, and Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
- Accommodations available upon request during the selection process