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Montréal, Québec, Canada
Onsite
Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
POSITION 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
We 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 timeCencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.
