About the job

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Personal Care Specialist Team Lead based in Canada.

This full-time remote leadership role supports the daily operations and performance of a dedicated Personal Care Specialist team.

You will coordinate workloads, manage daily queues, monitor operational performance, and provide real-time guidance to team members.

The position combines operational leadership, coaching, employee development, and patient-service excellence.

You will act as a key resource and first point of escalation, helping resolve issues quickly while maintaining high-quality support for patient care needs.

Working closely with the District Manager and other teams, you will contribute to recruitment, onboarding, engagement, audits, and workforce planning.

Your leadership will help strengthen team performance, improve processes, and ensure consistent adherence to operational and quality standards.

This is an ideal opportunity for an experienced healthcare or patient-support professional ready to take on a broader coordination and leadership role.

Accountabilities

• Coordinate daily Personal Care Specialist team activities, ensuring team members are online, available, and adhering to established schedules.
• Manage daily queues and prioritize workload distribution to maximize operational efficiency and timely patient support.
• Monitor key operational performance indicators, including call wait times, task delays, queue activity, and other relevant service metrics.
• Provide real-time support to team members and act as a first point of escalation for operational, copay, and FOC-related questions and issues.
• Assist with assigned FOC approval activities in collaboration with the District Manager.
• Coach and support team members through team meetings, one-on-one discussions, performance feedback, and targeted performance improvement initiatives.
• Conduct designated performance reviews and contribute to employee development and performance excellence.
• Participate in and oversee internal audit activities to maintain compliance, quality, and operational standards, including relevant case and call audits.
• Partner with the District Manager on recruitment, employee engagement, workforce planning, and resource optimization.
• Support recruitment and onboarding activities, including interview coordination, onboarding initiation, and schedule creation in collaboration with training teams.
• Assist with vacation and absence management, including tracking requests and absences through
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