Team Lead, One Point Patient Care Team

Job summary

The role balances individual patient case management with leadership oversight of the Biologics team to optimize operational efficiency. Key duties include managing escalations, monitoring performance metrics, and coordinating with pharmacy and nursing teams to ensure seamless therapy initiation.

Job details

THE ROLE IN A NUTSHELL Base Salary: CAD $59,688.00 - 91,109.00 The Team Lead, One Point, supports the Biologics team by balancing patient case management responsibilities with leadership oversight. This role is designed to minimize individual case load to allow for enhanced backend team support, including managing escalations, addressing delays, and ensuring timely patient conversions. The Team Lead plays a critical role in optimizing team performance, improving operational efficiency, and supporting seamless patient onboarding and therapy initiation. Responsibilities Manage an individual patient case load while supporting team escalations and complex cases Perform core One Point activities including intake, welcome calls, and reimbursement support Coordinate escalations such as infusion appointments, training, and complex patient cases (e.g., SickKids patients) Proactively monitor files with delays (e.g., pending >3 weeks) and intervene to move patient files forward Collaborate with Pharmacy, Pharmacy Operations, Nursing, and Logistics to ensure smooth patient onboarding and therapy initiation Take accountability for the performance, productivity, and overall effectiveness of the assigned team Lead recruitment, onboarding, training, and performance management activities Provide day-to-day supervision, coaching, and guidance to team members Manage escalations, client concerns, and stakeholder relationships (e.g., PSP leads, physicians) Monitor and drive key performance metrics, including: - Welcome call completion - Time to therapy start - Conversion rates - Commercialization timelines - Customer satisfaction Review pending and discontinued cases to identify opportunities to improve conversion outcomes Optimize workflows related to case management, communication, and reimbursement processes Identify and implement process improvements to increase efficiency and standardization Partner with cross-functional teams to ensure seamless coordination and patient handoff Build and maintain strong relationships with internal and external stakeholders (physicians, PSPs, pharma partners) Conduct business intakes with physicians to align expectations and processes Provide regular updates to leadership, including bi-weekly progress reports Facilitate monthly feedback sessions to support team development Ensure adherence to company policies, procedures, and compliance standards Support onboarding and ongoing development of team members WHO WE ARE LOOKING FOR Skills & Qualifications: Experience in patient support programs, pharmacy operations, or healthcare coordination Demonstrated leadership or team lead experience Strong understanding of reimbursement processes and patient case management Proven ability to manage competing priorities and resolve escalations Excellent communication and stakeholder management skills Strong analytical and problem-solving abilities with a focus on process improvement Nice to Have: Experience working in biologics or specialty pharmacy environments Familiarity with PSP programs and pharmaceutical stakeholders Experience working with cross-functional healthcare teams (nursing, logistics, pharmacy ops) Prior experience managing KPIs, SLAs, and performance metrics GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially. Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.

What you’ll do

The role balances individual patient case management with leadership oversight of the Biologics team to optimize operational efficiency. Key duties include managing escalations, monitoring performance metrics, and coordinating with pharmacy and nursing teams to ensure seamless therapy initiation.

Requirements

Candidates must have experience in patient support programs or pharmacy operations and demonstrated leadership experience. Strong knowledge of reimbursement processes and the ability to manage complex healthcare stakeholder relationships are required.

Listed skills

• Leadership · Preferred
• Conflict Resolution · Preferred
• Process Improvement · Preferred
• Stakeholder Management · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Patient Case Management
• Leadership
• Reimbursement Processes
• Stakeholder Management
• Process Improvement
• Performance Management
• KPI Monitoring
• Healthcare Coordination
• Patient Onboarding
• Conflict Resolution
• Analytical Thinking
• Cross-functional Collaboration

Job areas

• Healthcare
• Management & Leadership
• Customer Service & Support
• Logistics
• Administrative