Supervisor, One Point Patient Care Team

WHO WE ARE

When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and Green Shield was born as a non-profit with a missionto support better health for all Canadians.

We aren’t just a health and benefits company. We’rethe only non-profit social enterprise that brings worlds of coverage andcare together, all in one place. We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees.

Base Salary: CAD $72,521.

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.

• 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.

• 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

• Bachelor’s degree, preferably in science or a related field.
• Additional experience in healthcare or PSP environments.

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself.

That’s why we provide a place where you can be inspired, challenged, and rewarded. Where your growth means our growth. Where your voice is heard and valued.…