Personal Care Specialist Team Lead

POSITION SUMMARY:

The Person al Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team under the direction of a District Manager. This role is responsible for the day-to-day coordination of team activities, including daily queue management, workload prioritization, operational efficiency, and real-time support for PCS team members. The Team Lead serves as a resource, coach, and first point of escalation for operational questions and issue resolution, helping ensure timely support for patient care needs and smooth team performance.

The Team Lead also shares accountability for key people and operational functions, including vacation and absence management, auditing, performance reviews, recruitment, onboarding, and team engagement, in close collaboration with the District Manager.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Ensure the team is online, available, and schedules are adhered to as well as distribute tasks and facilitate rapid issue identification and escalation resolution
• Manage daily queue activity and prioritize workload distribution to support operational efficiency as well as monitor operational KPIs, including call wait times, task delays, queue management, and related metrics
• Provide real-time, hands-on support to PCS team members as needs arise during daily operations and respond to team questions and escalations related to operations, copay, and FOC requests
• Assist in assigned FOC approval process as a shared responsibility with District Managers
• Manage coaching and performance development through team meetings, 1:1s, feedback, and performance gap interventions and support to promote employee development and performance excellence
• Conduct HR performance reviews, with primary responsibility for associates who fully meet goals and have no development goals
• Participate in and oversee internal audit processes to ensure compliance and quality standards, including AE audits and Genesys call audits
• Collaborate with the District Manager on hiring, engagement, and resource optimization and assist with recruitment and onboarding, including interview coordination, onboarding initiation after offer acceptance, and calendar/schedule creation in partnership with the training team
• Assist in vacation and absence management, including tracking time-off requests and absences, with possible shared oversight through Workday
• Provide direction and guidance to team members and facilitate sharing of best practices and identify efficiencies in daily processes
• Monitor and manage records such as trackers, spreadsheet and task lists
• Report issues and challenges to the District Manager and 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
• Bilingual is an asset (essential in Quebec based roles)
• People management or supervisor experience in an assets 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
•…