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.