The Team Lead, One Point, supports the Biologics team by balancing patient case management responsibilities with leadership oversight. This role is designed to minimize individual case load to allow for enhanced backend team support, including managing escalations, addressing delays, and ensuring timely patient conversions. The Team Lead plays a critical role in optimizing team performance, improving operational efficiency, and supporting seamless patient onboarding and therapy initiation.
Responsibilities Manage an individual patient case load while supporting team escalations and complex cases
Perform core One Point activities including intake, welcome calls, and reimbursement support
Coordinate escalations such as infusion appointments, training, and complex patient cases (e.g., SickKids patients)
Proactively monitor files with delays (e.g., pending >3 weeks) and intervene to move patient files forward
Collaborate with Pharmacy, Pharmacy Operations, Nursing, and Logistics to ensure smooth patient onboarding and therapy initiation
Take accountability for the performance, productivity, and overall effectiveness of the assigned team
Lead recruitment, onboarding, training, and performance management activities
Provide day-to-day supervision, coaching, and guidance to team members
Manage escalations, client concerns, and stakeholder relationships (e.g., PSP leads, physicians)
Monitor and drive key performance metrics, including:
- Welcome call completion
- Time to therapy start
- Conversion rates
- Commercialization timelines
Review pending and discontinued cases to identify opportunities to improve conversion outcomes
Optimize workflows related to case management, communication, and reimbursement processes
Identify and implement process improvements to increase efficiency and standardization
Partner with cross-functional teams to ensure seamless coordination and patient handoff




Build and maintain solid relationships with internal and external stakeholders (physicians, PSPs, pharma partners)
Conduct business intakes with physicians to align expectations and processes
Provide regular updates to leadership, including bi-weekly progress reports
Facilitate monthly feedback sessions to support team development
Ensure adherence to company policies, procedures, and compliance standards
Support onboarding and ongoing development of team members
WHO WE ARE LOOKING FOR Skills & Qualifications: Experience in patient support programs, pharmacy operations, or healthcare coordination
Demonstrated leadership or team lead experience
Strong understanding of reimbursement processes and patient case management
Proven ability to manage competing priorities and resolve escalations
Excellent communication and stakeholder management skills
Strong analytical and problem-solving abilities with a focus on process improvement
Nice to Have: Experience working in biologics or specialty pharmacy environments
Familiarity with PSP programs and pharmaceutical stakeholders
Experience working with cross-functional healthcare teams (nursing, logistics, pharmacy ops)
Prior experience managing KPIs, SLAs, and performance metrics
GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.

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📌 Team Lead, One Point Patient Care Team (Ontario)
🏢 GreenShield
📍 Ontario