The Specialty Operations Coordinator-Team Lead is responsible for being the first point of contact for a team of Specialty Operations Coordinators (SOCs) to ensure the smooth execution of administrative and operational activities within the Patient Support Program (PSP). This role provides day-to-day leadership, training, and guidance to the SOC team to ensure timely, accurate, and high-quality service delivery. The Team Lead acts as a key liaison between the APM, internal PSP teams, and external partners, ensuring effective communication, process consistency, and operational excellence.
Key Responsibilities
Team Leadership & Oversight
+ Lead, mentor, and support a team of SOCs, providing daily direction and ensuring alignment with program objectives and performance standards.
+ Monitor workload distribution, task completion, and adherence to established timelines and KPIs.
+ Conduct regular check-ins, provide coaching, and identify opportunities for development and training.
+ Support onboarding and ongoing training for new SOCs to ensure consistency in process understanding and execution.
Operational Coordination
+ Oversee the intake and processing of incoming communications, ensuring timely distribution and accuracy.
+ Review and monitor the creation and maintenance of patient files, verifying that documentation is complete and correctly entered in the CRM.
+ Support escalations and troubleshooting related to data entry, communication errors, or process gaps.
+ Collaborate with PSP Managers and internal teams to identify and implement process improvements.
Communication & Collaboration
+ Act as the primary point of contact for escalated inquiries from SOCs, PSP staff, and external partners.
+ Foster strong working relationships across cross-functional teams to promote efficiency and a positive team culture.
+ Communicate updates, process changes, and best practices to ensure consistency across all SOCs.
Quality & Compliance
+ Ensure that all patient information is managed in accordance with privacy and confidentiality regulations.
+ Monitor adherence to SOPs, WIs, and PSP-specific protocols, addressing gaps or trends in performance as needed.
+ Participate in quality reviews and support corrective actions or continuous improvement initiatives.
Reporting & Support
+ Track and report on SOC team performance metrics and productivity levels.
+ Support management with data collection, workflow analysis, and special projects as assigned.
+ Provide coverage or assist with SOC tasks during peak times or staff absences.
Qualifications
Post-secondary education in Medical Office Administration, Health Sciences, or a related field (preferred)
Fluency in English and French (spoken and written)
Minimum of 2 years of experience in a PSP operations, healthcare coordination, or similar administrative environment
Proven leadership or mentorship experience in a team-based setting
Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams, SharePoint, etc.) and CRM systems
Strong organizational and time-management skills, with exceptional attention to detail
Excellent interpersonal and communication abilities, with a collaborative and supportive leadership style
* Ability to manage competing priorities and adapt in a fast-paced environment
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