Job Title: Bilingual Supervisor

Location: Ottawa, ON

Remote: Yes

Business Unit: Health

Department: Pharma Patient Solutions

Job Type: Full-Time

Position Overview

The Supervisor is responsible for overseeing day-to-day operations across clinical coordination, case management, or reimbursement support functions. The Supervisor ensures high-quality service delivery to patients and healthcare providers, supports program performance, and leads a team of direct reports to meet KPIs. This role requires strong collaboration with Program Managers and other operational leaders to ensure seamless execution of PSP initiatives.

Responsibilities

• Act as a primary point of contact for team members and internal stakeholders regarding operational questions and escalations

• Supervise and support staff across either CC, RS or CM functions

• Resolve escalated issues and coordinate with cross-functional teams to ensure timely resolution

• Monitor and evaluate team performance, provide ongoing feedback, and conduct performance evaluations

• Participate in recruitment, onboarding, and training of new staff

• Ensure accurate documentation, data entry, and reporting in compliance with SOPs and regulatory requirements

• Oversee the collection of analysis of statistical, financial, and reimbursement data

• Collaborate with Program Managers to meet program KPIs and client expectations

• Develop and implement performance improvement initiatives

• Maintain strong client relationship and ensure service excellence

• Fulfill other duties as required

Qualifications:

• College or University degree in a relevant field

• 1-2 years of previous supervisory or management experience is required

• Experience in PSP, Managing Clinical Coordinators, Reimbursement Specialists or Case Managers

• 1+ years’ experience working with pharmaceutical clients

• Bilingualism in English and French is mandatory

Additional Requirements:

• Strong leadership and team management skills

• Excellent written and verbal communication abilities

• High attention to detail and documentation accuracy

• Strong time management and organization skills

• Analytical and problem-solving capabilities

• Customer service excellence in interactions with patients, healthcare professionals, and clients

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

• Ability to work independently and collaboratively in a face-paced environment

• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer (finite movements such as typing and other office functions)

• Requires mental stamina to maintain attention to detail despite interruptions, and vision to read printed materials and a computer screen

• Must be flexible to work extended hours, including weekends and evenings, to support operations requirements

Compensation

• The rate offered ranges between $57,000-$60,000/annum

Vacancy

• We have 1 available position.