Personal Care Specialist – Team Lead

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Support the daily operations of the Personal Care Specialist team under the direction of a District Manager • Coordinate daily team activities, queue management, workload prioritization, operational efficiency, and real-time support • Ensure the team is online and available, distribute tasks, and facilitate issue identification and escalation resolution • Manage daily queue activity and prioritize workload distribution • Monitor operational KPIs, including call wait times, task delays, queue management, and related metrics • Provide real-time support to PCS team members and respond to operational, copay, and FOC-related questions and escalations • Assist in the FOC approval process • Manage coaching and performance development through team meetings, 1:1s, feedback, and performance-gap interventions • Conduct HR performance reviews for associates who meet goals and have no development goals • Participate in and oversee internal audit processes, including AE audits and Genesys call audits • Collaborate with the District Manager on hiring, engagement, and resource optimization • Assist with recruitment and onboarding, including interview coordination, onboarding initiation, and schedule creation with the training team • Assist with vacation and absence management, including tracking requests and absences through Workday • Provide direction and guidance, share best practices, and identify process efficiencies • Monitor trackers, spreadsheets, and task lists • Report issues and challenges to the District Manager and support operational transitions and new initiatives • Coordinate team engagement and morale

🎯 Requirements

• Minimum 3 years’ experience as a Personal Care Specialist or relevant patient support/case management experience • Recognized expertise and respected by peers within PCS function • Experience in operational and team coordination preferred • Proven ability to manage stressful situations and multitask • Solution-oriented mindset and resourcefulness • Excellent interpersonal and communication skills • Track record of coaching/mentoring others • Available to work within assigned region • Background in healthcare operations, customer service, or clinical support is an asset • Bilingual is an asset (essential in Quebec based roles) • People management or supervisor experience is an asset • Strong organizational skills and attention to detail • Effective time management and ability to set priorities • Ability to analyze operational challenges and suggest improvements • Strong customer focus and team engagement skills • Proven problem-solving and critical thinking abilities • Ability to communicate clearly both orally and in writing • Ability to work collaboratively with DMs and other teams • Commitment to upholding and optimizing PCS team best practices • Bachelor's degree in nursing, social work, business administration, healthcare administration, or a related field, or equivalent experience required • 3+ years of experience in healthcare operations and services, patient services, case management, field operations, pharmaceutical services, or a related field required • Less than 2 years of experience in leadership, management capacity, or a related field required • Current RN license or RSW designation in applicable region preferred • Certification in healthcare operations, quality, or project management (e.g., Lean Six Sigma) preferred

🏖️ Benefits

• Medical, dental, and vision care • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities