Job Description

The position will focus on supporting education and day to day activities of our Field Clinical Case Managers. The Field Clinical Case Manager Team Lead reports to the Associate Program Manager (Clinical).

DUTIES AND RESPONSIBILITIES

• Supports the Associate Program Manager in managing the Field Clinical Case Managers to ensure all program performance expectations are sustained and monitored.
• Supports the Associate Program Manager in maintaining education initiatives in relation to the program and monitor progress.
• Responsible for developing training and onboarding plans for new staff members.
• Registers new staff for LMS training and updates training matrix as required.
• Responsible for training all new and returning Field Clinical Case Managers/Clinical Case Managers.
• Ensures touchpoints with new or returning staff members (or as needed) for the first 30 days with the program.
• Responsible for evaluating files and tasks completed by new or returning staff members to ensure staff are abiding by SOPs and Wis.
• Responsible for developing training and coaching plans for existing staff members where performance is below expectations.
• Provides coaching and feedback to Field Clinic Case Managers and Clinical Case Managers.
• Provides report monthly to Associate Program Manager to identify any areas / individuals of concern.
• Ensures all escalation processes are communicated accurately and timely to the Associate Program Manager for approval where required.\xc2\xb7
• Supports workload measures and strategies as directed. Supports staff in meeting performance expectations.
• Supports staff with client-centered calls as needed.
• Assists in resolution of day-to-day complaints and issues escalations.
• Supports achieving creating a positive work environment working within a remote team-based structure.
• Assists the Associate Program Manager in supporting administrative processes including monitoring of data integrity, monitoring, and reporting of program KPI\xe2\x80\x99s, ensuring proper certification/recertification procedures are in place.
• Works with Associate Program Manager to ensure proper WIs are consistent and develops new WIs as required.
• Takes minutes for Field Clinical Case Manager Meetings and submits to Associate Program Manager for review. Once approved by Associate Program Manager the Field Clinical Case Manager Team Lead will distribute the Meeting Minutes to the team and add them to the p drive.
• Must be able to identify and report AEs to PV.
• Maintains a caseload in assigned territory completing Field Clinical Case Managers activities including but not limited to: completing enrollments along with ACQ5 and SNOT assessments, submitting reimbursement paperwork to physicians, reviewing Post Infusion Reports, submitting escalations to Management for Anti-IL 5 switches and Innomar Exceptions, ensuring patients meet bridging criteria, completing Field Visits, and fostering a collaborative relationship with GSK Drug Representatives
• Supports with ad hoc testing requests.
• Supports the Associate Program Manager with planning and executing internal and client driven projects in a timely manner.
• Point of escalation for team members.
• Acts a Subject Matter Expert (SME) in the assigned territory to triage and respond to general Client Care Specialist requests.
• Adheres to Bayshore Policies and Procedures.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.

Completes other duties as required

Qualifications

• Minimum of 2 years of experience in Patient Support Programs as a Field Clinical Case Manager in chronic or asthma disease, or a related case management role.
• Registered License with the provincial body of residence
• Excellent computer skills; Microsoft Suite of products (minimum intermediate level Excel, Word, Power Point).
• Strong ability to manage competing priorities in a professional manner.
• Minimum 1 year in leadership and/or people management experience.
• Exceptional written and oral communication skills.
• Bilingual English/French will be considered an asset.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

\xe2\x80\x9cAt Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.\xe2\x80\x9d

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.

Bayshore HealthCare