Field Case Manager – Team Lead – Western Canada

Job summary

The Team Lead provides day-to-day guidance, coaching, and escalation support to the Field Case Manager team to ensure high-quality patient care and program outcomes. They are responsible for mentorship, training, operational oversight, and fostering a collaborative, patient-first culture across the region.

Job details

Field Case Manager – Team Lead Position Overview The Team Lead is the regional lead resource for the Field Case Manager (FCM) team in their region. Reporting to the Clinical Manager, the Team Lead provides day-to-day guidance, coaching, and escalation support, ensuring consistent delivery of high-quality patient care and program outcomes. The Team Lead focuses on mentorship, training, onboarding, and oversight to drive team performance and ensure seamless program execution across the region. Key Responsibilities Team Leadership & Mentorship Act as the first point of contact for Field Case Managers seeking guidance, clarification, or escalation support. Provide mentorship, on-the-job coaching, and feedback to promote adherence to program standards and best practices. Support team cohesion by fostering a collaborative, patient-first culture across the region. Identify trends, risks, or recurring issues within the region and escalate to the Clinical Manager with recommendations. Training & Onboarding Support onboarding of new Field Case Managers, ensuring smooth integration into regional teams. Deliver training on PSP processes, reimbursement navigation, specialty pharmacy workflows, and patient interaction standards. Collaborate with program leadership to develop and refine training materials, SOPs, and work instructions. Operational Oversight Support Clinical Manager with reporting, data review, and analysis to inform regional program improvements. Monitor FCM activities and regional performance metrics, identifying opportunities for additional training or process adjustments. Act as a key field resource for troubleshooting complex patient access cases and ensuring consistency across the team. Participate in quality assurance, program audits, and process improvement initiatives. Assist with any other tasks required from time to time based on program needs. Program & Stakeholder Engagement Build strong relationships with patients, physicians, nurses, pharmacists, and allied healthcare providers to support seamless program execution. Collaborate with Clinical Manager and Program leadership on regional rollouts, projects, and client initiatives. Be ready to take on or cover a caseload if required. Skills & Qualifications Nursing background (RN, RPN, LPN) or relevant healthcare discipline required. Preferred 3+ years as a Field Case Manager (or equivalent PSP role). At least 1–2 years in a leadership, mentorship, or senior-level support role. Demonstrated ability to train, coach, and onboard new staff. Strong knowledge of reimbursement navigation (public/private), prior authorizations, and specialty pharmacy processes. Excellent communication, interpersonal, and problem-solving skills. Analytical skills to assess performance trends and escalate with recommendations. Highly organized, adaptable, and self-motivated to succeed in a field-based environment. Proficiency in CRM systems, case management tools, and digital collaboration platforms. Bilingualism (French/English) required for Quebec East role; considered an asset for Western Canada and ON roles. Valid driver’s license, access to a vehicle, and ability to travel as needed in region. Please note: The Company does not use artificial intelligence in the screening, assessment, or selection of applicants for this position. This job posting relates to an existing vacancy.

What you’ll do

The Team Lead provides day-to-day guidance, coaching, and escalation support to the Field Case Manager team to ensure high-quality patient care and program outcomes. They are responsible for mentorship, training, operational oversight, and fostering a collaborative, patient-first culture across the region.

Requirements

Candidates must have a nursing background (RN, RPN, LPN) or relevant healthcare discipline with at least 3 years of experience as a Field Case Manager. A minimum of 1–2 years in a leadership or mentorship role is required, along with strong knowledge of reimbursement navigation and specialty pharmacy processes.

Listed skills

• Team Leadership · Preferred
• Mentorship · Preferred
• Coaching · Preferred
• Clinical care · Preferred
• case management · Preferred
• Training · Preferred
• Onboarding · Preferred
• Communication · Preferred
• Problem solving · Preferred
• CRM Systems · Preferred
• Quality assurance · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Leadership
• Mentorship
• Coaching
• Patient Care
• Reimbursement Navigation
• Case Management
• Clinical Oversight
• Training
• Onboarding
• Performance Metrics
• Communication
• Problem-solving
• CRM Systems
• Quality Assurance
• Stakeholder Engagement
• Case Management Tools
• Business Metrics
• Workflow Management
• Bilingual (French/English)
• Valid Driver's License
• Self-Motivation
• Analytical Skills
• Artificial Intelligence
• Auditing
• Customer Relationship Management
• Collaborative Software
• Training And Development
• Leadership
• Problem Solving
• Licensed Practical Nurse (LPN)
• Nursing
• Employee Onboarding
• Performance Metric
• Team Performance Management
• Troubleshooting (Problem Solving)
• Process Improvement
• Registered Practical Nurse
• Program Standards

Job areas

• Healthcare
• Management & Leadership
• Customer Service & Support
• Case Manager/Team Lead
• Clinical Supervisor / Manager
• Health Service Managers
• Medical and Health Services Managers

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