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.ResponsibilitiesManage an individual patient case load while supporting team escalations and complex casesPerform core One Point activities including intake, welcome calls, and reimbursement supportCoordinate 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 forwardCollaborate with Pharmacy, Pharmacy Operations, Nursing, and Logistics to ensure smooth patient onboarding and therapy initiationTake accountability for the performance, productivity, and overall effectiveness of the assigned teamLead recruitment, onboarding, training, and performance management activitiesProvide day-to-day supervision, coaching, and guidance to team membersManage 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 timelinesReview pending and discontinued cases to identify opportunities to improve conversion outcomesOptimize workflows related to case management, communication,



and reimbursement processesIdentify and implement process improvements to increase efficiency and standardizationPartner with cross-functional teams to ensure seamless coordination and patient handoffBuild and maintain robust relationships with internal and external stakeholders (physicians, PSPs, pharma partners)Conduct business intakes with physicians to align expectations and processesProvide regular updates to leadership, including bi-weekly progress reportsFacilitate monthly feedback sessions to support team developmentEnsure adherence to company policies, procedures, and compliance standardsSupport onboarding and ongoing development of team membersWHO WE ARE LOOKING FORSkills & Qualifications:Experience in patient support programs, pharmacy operations, or healthcare coordinationDemonstrated leadership or team lead experienceStrong understanding of reimbursement processes and patient case managementProven ability to manage competing priorities and resolve escalationsExcellent communication and stakeholder management skillsStrong analytical and problem-solving abilities with a focus on process improvementNice to Have:Experience working in biologics or specialty pharmacy environmentsFamiliarity with PSP programs and pharmaceutical stakeholdersExperience working with cross-functional healthcare teams (nursing, logistics, pharmacy ops)Prior experience managing KPIs, SLAs, and performance metricsGS 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.

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