THE ROLE IN A NUTSHELLBase Salary: CAD $72,521.00 - 109,341.00
The OnePoint team is the single point of contact for physicians, patients, Patient Support Programs (PSPs), insurers, and clients. The team manages all incoming patient referrals and ensures patients are enrolled into programs, have financial coverage, and begin therapy as quickly as possible.
The OnePoint Supervisor provides direct people-management support to the team, including oversight, training, and coaching (performance reviews, goal setting, and career development). As the team has grown, this role supports stabilizing and scaling operations by sharing people-management responsibilities and ensuring consistent, high-quality service delivery.
Key Responsibilities - Support hiring, training, and coaching of PSP staff to develop a high-performing and resilient team using existing training materials and standard operating procedures.
- Oversee and streamline daily activities, manage scheduling, monitor performance, and implement program processes to enhance performance and productivity.
- Implement protocols and adhere to established processes to ensure high standards of service and compliance with healthcare guidelines and contractual obligations.
- Liaise with key internal and external stakeholders to provide timely and accurate updates and respond promptly to inquiries.
- Address escalations and client complaints, resolve conflicts, and provide consultation on continuity of care to ensure service excellence.
WHO WE'RE LOOKING FOR- Post-graduate diploma in healthcare or a related field
- Minimum of 3 years in healthcare, with at least 2 years in a PSP setting
- Preferred: 4+ years in healthcare, with at least 3 years in a PSP setting
- Understanding of PSPs and how they operate
- Reimbursement and financial support management for specialty drugs, including public and private coverage, LU codes, and free goods management
- Specialty pharmacy processes and systems, including retro-billing, test billing, and systems such as Kroll
- Relationship management with internal and external stakeholders
- Performance monitoring and productivity tracking
- Process improvement
- Conflict management and issue resolution
- Problem-solving and analytical thinking
- Reporting and data analysis
- Clear verbal and written communication
- Troubleshooting PSP-related processes, including reimbursement denials, appeals, financial assistance, and test billing issues
- Ability to engage, grow, and retain staff while fostering collaboration
- Critical thinking and root-cause analysis
- Ability to perform effectively in a high-stress environment and manage personal stress
Nice to Have
- Bachelor's degree, preferably in science or a related field.
- Additional experience in healthcare or PSP environments.
