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Sentrex Health Solutions

Courageous Teams. Better Care. Peace of Mind.

Bilingual Nursing Supervisor

BilingualBilingualFull TimeRemoteJuniorTeam 501-1,000Since 2017H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

37 days ago

Salary

0

Seniority

Junior

Bachelor Degree1 yr expEnglishFrench

Job Description

Bilingual Nursing Supervisor

Sentrex Health Solutions

• Implement contact center strategies and tactics to help nurse case managers and case managers achieve their objectives. • Manage Patient Caseload • Create, utilize, and continuously evaluate processes and systems that best meet our customer’s requirements for service, patient safety, contractual obligations, and operational standards. • Supports manager with the development and execution of policies and practices; always responds according to policy direction and seeks assistance with unusual situations and/or staff non-adherence. • Provide leadership and coaching to team members to ensure Quality and established KPI’s are achieved. • Monitors calls for quality and technical accuracy, provide timely feedback on soft skills as well as technical content. • Monitor results vs. goals on a monthly basis and take action, as required, to ensure business goals and objectives are being consistently achieved. • Analyze contact center data and generate insightful business reports/metrics and affect continual operational improvement. • Assist with recruitment, onboarding, call quality training/development, and performance management. • Recommends corrective actions or follow-up, as required, and engages other resources, as needed. • Participate/lead in respective client meetings and day-to-day client communications, as required. • Collaborate with all internal departments that deliver program-related services to ensure optimal execution and performance. • Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities. • Participate in Program design and development activities (i.e., development of primary and secondary documentation flows and charts). • Participate in project technical set up (i.e., telephony, data collection tools, and processes, reports, and project reporting requirements). • Additional duties as assigned by the manager. • Assist with other duties as assigned by the manager

Job Requirements

  • University Degree in Nursing is preferred
  • Valid nursing license in good standing with the College of Nurses of their respective province
  • Bilingualism (English and French) is an asset
  • Minimum of 1-3 years supervisory or management experience; preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a contact center and/or the pharmaceutical industry
  • Program specific experience required
  • Experience in a fast-paced work environment with fluctuating demand for services is essential
  • Experience in executing business strategies including establishing clear KPIs and processes for reporting
  • Proven experience leading a team through organizational change
  • Functional knowledge in contact center transformation, design, and process implementation
  • Demonstrated success in leading and developing a team, as well as working with indirect reports and cross-functional partners
  • Demonstrated technical competence and a strong ability to understand and troubleshoot basic technical issues; familiarity with contact center technologies such as using, designing, and reporting on IVR’s
  • Intermediate to advanced knowledge of the MS Suite of applications
  • Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience, and judgment
  • Excellent interpersonal skills and ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members
  • Effective analytical and problem-solving skills
  • General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes

Benefits

  • 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
  • RRSP Matching Program
  • Employee & Family Assistance Program

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