Job DetailsPOSITION SUMMARY:The Personal Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team working under the direction of a District Manager. The PCS Team Lead is responsible for the day-to-day coordination of team activities, operational efficiency, and serves as a resource and coach for team members. This role is designed to optimize team expertise, relieve complexities for District Managers managing multiple functions, and provide ongoing support to a growing and evolving PCS team.
PRIMARY DUTIES AND RESPONSIBILITIES:- Ensure team is online, available, and schedules are adhered to
- Distribute tasks and facilitate rapid issue/escalation resolution
- Respond to team questions and escalations related to operations, copay, and FOC requests
- Monitor operational KPIs (call wait times, task delays, queue management, etc.)
- Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions)
- Auditing responsibilities (AE audits, Genesys audits)
- Collaborate with District Manager on hiring, engagement, and resource optimization
- Provide direction and guidance to team members
- Assist in holiday/vacation management as requested by District Manager
- Monitor and manage records (BioScript spreadsheet, task lists)
- Facilitate sharing of best practices and find efficiencies in daily processes
- Report issues and challenges to District Manager
- Support operational transitions and new initiatives
- Coordinate overall engagement and team morale
QUALIFICATIONS:- 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
MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:- 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, pharmacy, public health, health administration, or a related field, or equivalent experience required.
2+ years of experience in specialty pharmacy, patient navigation, case management, or a related field required.
Health Insurance Portability and Accountability Act (HIPAA) or applicable compliance training required. Certification in quality management, auditing, process improvement, pharmacy operations, healthcare quality, or equivalent preferred.
What Cencora offersWe provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
Full time
Salary Range*$63,000 - 98,890 CAD
Affiliated Companies:Affiliated Companies: Innomar Strategies
