Personal Care Specialist Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Personal Care Specialist Team Lead based in Canada.

As Personal Care Specialist Team Lead, you will coordinate the daily operations of a growing patient support team while helping ensure efficient, high-quality service delivery.

You will act as a key operational resource for team members, supporting escalations, prioritization, performance, and day-to-day decision-making.

Working closely with the District Manager and cross-functional teams, you will help optimize resources, workflows, and operational performance.

You will monitor key performance indicators, identify challenges, and implement practical improvements that make the team more effective.

The role combines team leadership, coaching, healthcare operations, customer focus, and hands-on problem solving.

You will also contribute to new initiatives, operational transitions, best-practice sharing, and maintaining strong team engagement.

This is an opportunity to make a meaningful impact on patient support while helping shape the performance and development of a specialized healthcare team.

Accountabilities:

• Coordinate daily Personal Care Specialist team activities, ensuring team members are online, available, and adhering to established schedules.
• Distribute tasks, manage priorities, and facilitate rapid resolution of operational issues and escalations.
• Respond to team questions and escalations related to operations, copay, and FOC requests.
• Monitor operational KPIs, including call wait times, task delays, queue management, and other performance indicators.
• Lead team meetings, one-on-ones, coaching activities, and performance-gap interventions to support individual and team development.
• Conduct required audits, including AE and Genesys audits, while maintaining accurate operational records and task lists.
• Provide ongoing direction, guidance, and support to team members, helping reinforce best practices and consistent service delivery.
• Partner with the District Manager on hiring, employee engagement, resource optimization, and vacation or holiday management.
• Identify opportunities to improve daily processes, increase efficiency, and share successful practices across the team.
• Escalate operational challenges and emerging risks to the District Manager and support the implementation of appropriate solutions.
• Support operational transitions, new initiatives, and changes affecting the Personal Care Specialist function.
• Promote team engagement, collaboration, and morale while helping create a supportive and high-performing environment.

Requirements:

• Minimum 3 years of experience as a Personal Care Specialist or in a relevant patient support, case management, or healthcare operations role.
• Additional experience in specialty pharmacy, patient navigation, case management, or a related field is required.
• Bachelor’s degree in Nursing, Pharmacy, Public Health, Health Administration, a related discipline, or equivalent professional experience.
• Demonstrated expertise within a Personal Care Specialist function and credibility with peers.
• Previous experience coordinating teams or operational activities is preferred.
• Proven ability to coach, mentor, and support the development of colleagues.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to remain calm under pressure, manage stressful situations, and maintain accuracy while multitasking.
• Strong problem-solving and critical-thinking skills, with the ability to analyze operational challenges and recommend practical improvements.
• Excellent verbal and written communication skills, interpersonal abilities, and a strong customer and patient focus.
• Ability to collaborate effectively with District Managers and cross-functional teams.
• Strong resourcefulness and a solution-oriented mindset.
• Ability to communicate clearly across different stakeholders and work effectively within an assigned region.
• Commitment to maintaining and improving Personal Care Specialist best practices.
• HIPAA or applicable healthcare compliance training is required.
• Certification or additional training in quality management, auditing, process improvement, pharmacy operations, healthcare quality, or a related area is preferred.
• Experience in healthcare operations, customer service, or clinical support is an asset.

Benefits:

• Salary range of CAD $63,000 to CAD $98,890.
• Full-time position with a remote work model in British Columbia, Canada.
• Medical, dental, and vision coverage.
• Comprehensive wellness support covering physical, emotional, financial, and social wellbeing.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, and family-building support.
• Behavioral health resources.
• Paid parental leave and paid caregiver leave.
• Access to training programs and professional development resources.
• Mentorship opportunities and employee resource groups.
• Opportunities to participate in volunteer activities and broader professional development initiatives.
• Inclusive workplace committed to equal employment opportunities and reasonable accommodations.