Position Type: Full-time
Department: Patient Support Program
Work Location: Canada
Work Hours: Standard Business Hours
Work Arrangement: Remote
Travel Required: Travel within dedicated region
The Opportunity:Reporting to the Associate Program Manager, the Supervisor, Field Nurse Case Managers / Nurse Care Navigators is responsible for providing day-to-day leadership, guidance, and operational support to the field-based clinical team supporting the UCB Patient Support Program. This role provides oversight to Field Nurse Case Managers and/or Nurse Care Navigators who support patients, clinics, and health care providers throughout the treatment journey.
The Supervisor is responsible for ensuring consistent service delivery, appropriate clinical support, timely escalation management, and adherence to program protocols, Sentrex policies and procedures, and pharmacovigilance requirements. This role will support team members who work directly in clinics, provide education, assist with enrolment and reimbursement-related activities, and help ensure patients and health care providers have timely access to program support.
A key focus of this role is to foster and maintain strong relationships with clinics, treatment centres, health care providers, and internal stakeholders. The Supervisor will work closely with the field team to support clinic engagement, identify opportunities to improve service delivery, address barriers in the patient journey, and ensure alignment with program expectations and client objectives.
A Day in the Life (What you will do here):- Provide day-to-day supervision, coaching, and operational support to Field Nurse Case Managers and/or Nurse Care Navigators assigned to the program.
- Conduct regular clinic visits to support Field Nurse Case Managers and Nurse Care Navigators, reinforce program objectives, identify opportunities for improvement, and strengthen relationships with health care providers and clinic staff.
- Support team members who provide in-clinic and remote patient support, including patient education, enrolment support, disease and therapy education, adherence support, and case management activities.
- Ensure the field team is delivering services in alignment with program protocols, applicable departmental procedures, Sentrex policies, and client expectations.
- Act as a first point of escalation for operational, clinical, clinic-related, and patient support issues raised by Field Nurse Case Managers, Nurse Care Navigators, Care Navigators, clinics, or internal stakeholders.
- Foster strong working relationships with clinics, treatment centres, health care providers, and other key stakeholders to support program engagement, service continuity, and timely access to therapy.
- Partner with the field team to identify clinic-specific needs, barriers, and opportunities to enhance the patient and clinic experience.
- Support consistent communication between Field Care Navigators, Care Navigators, reimbursement teams, pharmacies, infusion providers, clinics, and other program stakeholders.
- Provide guidance to the team on complex patient cases, therapy disruptions, adherence concerns, clinic service challenges, and reimbursement-related barriers, escalating further when required.
- Monitor team adherence to documentation expectations, CRM requirements, case notes, service activities, and program reporting standards.
- Ensure adverse events, product complaints, and other reportable information are identified, documented, and escalated in accordance with pharmacovigilance training and program requirements.
- Support onboarding, training, coaching, and ongoing development of Field Nurse Case Managers and Nurse Care Navigators.
- Assist with the development and delivery of training materials, process updates, team communications, and program workflow improvements.
- Conduct regular check-ins with team members to support workload management, service expectations, clinic coverage, and performance against program objectives.
- Review trends, escalations, and field feedback to identify process gaps, training needs, and opportunities for program improvement.
- Collaborate with the Associate Program Manager, Program Manager, and other leadership team members to support staffing needs, program priorities, client deliverables, and operational consistency.
- Support preparation for client discussions, program updates, clinic feedback summaries, and operational reporting as required.
- Participate in internal and external meetings, training sessions, and stakeholder discussions as required to support program performance and service quality.
- Ensure confidentiality of patient, client, clinic, and corporate information, and discuss such information only with appropriate personnel.
- Promote a collaborative, professional, and service-oriented team environment focused on patient support, clinic partnership, and operational excellence.
- Perform additional duties as determined by the Associate Program Manager, Program Manager, or designate.
What you need to ensure you are set up for success:- Must be a Registered Nurse in good standing with the College of Nurses of their respective province.
- 3+ years of clinical experience, preferably in immunology, rheumatology, dermatology, or a related therapeutic area.
- Experience in Patient Support Programs is a strong asset.
- Previous leadership, supervisory, mentoring, or field team support experience is preferred.
- Experience supporting field-based teams, clinic engagement, patient education, injection training, or reimbursement-related patient support is an asset.
- Strong understanding of PSP workflows, patient enrolment, clinic support, reimbursement coordination, adherence support, and case management activities.
- Demonstrated ability to build and maintain strong relationships with health care providers, clinics, internal teams, and client stakeholders.
- Strong communication, coaching, problem-solving, and conflict resolution skills.
- Ability to manage escalations professionally and guide team members through complex patient or clinic situations.
- Strong organizational skills with the ability to manage competing priorities and support a geographically dispersed team.
- Ability to analyze field trends, identify barriers, and recommend practical solutions to enhance service delivery.
- Highly collaborative with a professional, service-oriented approach.
- Bilingualism in English and French is an asset.
What makes you a great fit for this team: - Your commitment to providing a high level of service to your internal and external clients.
- You are highly adaptable with a track record of success during times of growth and organizational change.
- You have a proven track record of developing trust and influence at multiple levels.
- You demonstrate an impactful and candid communication style.
- You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?We value our employees! Our permanent full-time employees are provided with a:
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- Employee & Family Assistance Program
- RRSP Matching Program
