POSITION SUMMARY:The Personal Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team working under the direction of a District Manager. The PCS Team Lead is responsible for the day-to-day coordination of team activities, operational efficiency, and serves as a resource and coach for team members. This role is designed to optimize team expertise, relieve complexities for District Managers managing multiple functions, and provide ongoing support to a growing and evolving PCS team.PRIMARY DUTIES AND RESPONSIBILITIES: Ensure team is online, available, and schedules are adhered to* Distribute tasks and facilitate rapid issue/escalation resolution* Respond to team questions and escalations related to operations, copay, and FOC requests* Monitor operational KPIs (call wait times, task delays, queue management, etc.) Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions) Auditing responsibilities (AE audits, Genesys audits) Collaborate with District Manager on hiring, engagement, and resource optimization Provide direction and guidance to team members* Assist in holiday/vacation management as requested by District Manager* Monitor and manage records (BioScript spreadsheet, task lists)



Facilitate sharing of best practices and find efficiencies in daily processes Report issues and challenges to District Manager* Support operational transitions and new initiatives* Coordinate overall engagement and team moraleQUALIFICATIONS: 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 assetMINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS: Robust 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* Proven problem-solving and critical thinking abilities* Ability to communicate clearly both orally and in writing* Ability to work collaboratively with DMs and other teams* Commitment to upholding and optimizing PCS team best practices

📌 Personal Care Specialist - 12 months contract (Montreal)
🏢 MWI Buying Group
📍 Montreal