Nurse Supervisor

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

👻 Ghost score 10%

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Sentrex Health Solutions

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

🏥 Healthcare

💊 Pharmaceuticals

🤝 B2B

Healthcare • Pharmaceuticals • B2B

Sentrex Health Solutions is a Canadian specialty healthcare services company that partners with pharmaceutical companies, clinics, and patients to deliver customized specialty care solutions. They provide specialty pharmacy distribution and 3PL services, patient support programs, and purpose-built technology to streamline complex care and improve patient access and outcomes. Sentrex works B2B with pharmaceutical partners and healthcare providers while offering direct patient support and clinic-focused solutions.

📋 Description

• Implement contact center strategies and tactics to help nurse case managers and case managers achieve objectives • Manage patient caseload • Create, use, and continuously evaluate processes and systems meeting customer service, patient safety, contractual, and operational requirements • Support the manager with policy and practice development and execution • Provide leadership and coaching to team members to achieve quality standards and KPIs • Monitor calls for quality and technical accuracy and provide timely feedback • Monitor monthly results against goals and take corrective action as needed • Analyze contact center data and generate business reports and metrics • Drive continual operational improvement • Assist with recruitment, onboarding, call quality training, development, and performance management • Recommend corrective actions and engage additional resources as needed • Participate in or lead client meetings and day-to-day client communications • Collaborate with internal departments delivering program-related services • Assist with quality assurance and quality improvement initiatives • Oversee completion of required CAPA activities • Participate in program design and development, including documentation flows and charts • Participate in project technical setup, including telephony, data collection tools, processes, reports, and reporting requirements • Perform other duties assigned by the manager

🎯 Requirements

• University Degree in Nursing is preferred • Valid nursing license in good standing with the College of Nurses of their respective province • Bilingualism (English and French) is an asset • Minimum of 1-3 years supervisory or management experience; preference for prior reimbursement experience and/or Team Leader experience in a contact center and/or pharmaceutical industry • Program specific experience required • Experience in a fast-paced work environment with fluctuating demand for services is essential • Experience executing business strategies, including establishing clear KPIs and processes for reporting • Proven experience leading a team through organizational change • Functional knowledge of contact center transformation, design, and process implementation • Demonstrated success leading and developing a team, working with indirect reports and cross-functional partners • Demonstrated technical competence and ability to understand and troubleshoot basic technical issues • Familiarity with contact center technologies, including using, designing, and reporting on IVRs • Intermediate to advanced knowledge of the MS Suite of applications • Effective oral and written communication with internal and external customers and stakeholders • Excellent interpersonal and relationship-building skills • Effective analytical and problem-solving skills • General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes

🏖️ Benefits

• 100% Canadian with locations across the country • State-of-the-art facilities • Collaborative, engaging workplace culture • Flexible working environment promoting work-life balance • Diverse and inclusive culture • Employee Development Program • Industry-leading, in-house corporate training throughout the year • Competitive Salary • Generous vacation entitlement • Wellness Program, including 5 paid days off for well-being • Paid Sick Days • Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance • RRSP Matching Program • Employee & Family Assistance Program • Accommodations available upon request during the selection process