Operations Supervisor

At BioScript Solutions, we’re committed to simplifying access to specialty care for people with chronic health conditions and rare diseases. From our home base in Atlantic Canada, we’ve grown into a national network of 13 pharmacies, 100+ Coverdale Clinics, and comprehensive patient support programs (NavieGo) that serve thousands of people across the country. And together, with our third-party logistics and A&D Wholesale operations, we’re proud to be a Canadian leader in specialty health care.

Your future starts here

The Operations Supervisor at the Coverdale Resource Centre will be responsible for managing the day-to-day activities of your Patient Service Coordinator team, ensuring operational efficiency, high-quality patient care, and compliance with service standards. The Operations Supervisor acts as a bridge between the leadership team and frontline staff, fostering a positive and collaborative culture.

This position requires close collaboration with other Operations Supervisor overseeing similar teams to
ensure consistency in leadership, processes, and service delivery

How you will make an impact

• Supervise, coach, and mentor the Patient Service Coordinator team, promoting a culture of
  excellence and collaboration.
• Facilitate regular coaching sessions, team meetings and trainings to equip and inspire Patient
  Service Coordinators to meet and exceed performance targets.
• Conduct regular performance evaluations and provide actionable feedback to support individual
  and team development.
• Identify training needs and coordinate ongoing professional development programs.
• Address performance issues by implementing performance improvement plans or recognizing
  exceptional performance.
• Collaborate with other Patient Care Operations Supervisors to develop and implement
  consistent leadership practices, communication, and expectations across all teams.
• Support the team and business leadership with change management and transition planning
  activities associated with new technologies and processes.
• Manage day-to-day operations, ensuring the team adheres to workflows, policies, and
  procedures.
• Work collaboratively with the other supervisors to ensure consistency and alignment in the
  implementation of operational strategies and team workflows.
• Monitor individual and team key performance indicators (KPIs) such as call metrics, service
  levels, and patient satisfaction.
• Oversee workforce planning, including scheduling and resource allocation, to meet daily
  demands efficiently.
• Act as an escalation point for complex patient or stakeholder concerns, ensuring timely
  resolution.
• Assist in developing and implementing policies, procedures, and workflows.
  Maintain service quality standards and patient-first principles in all team interactions.
• Support audits, root cause analyses, and implementation of corrective actions to improve
  service delivery.
• Ensure all patient safety and quality concerns are reported in compliance with adverse event
  reporting requirements.
• Collaborate with other supervisors to align on quality assurance measures and implement
  shared solutions to address challenges.
  Collaboration and Communication
• Serve as a liaison between the Senior Operations Manager and the Patient Service Coordinator
  team, ensuring alignment of goals and expectations.
• Work closely with the other Patient Care Operations Supervisors to share best practices, address
  challenges, and promote a unified approach to team management and service delivery.
• Collaborate with internal teams to address operational challenges and optimize workflows.
• Facilitate clear, transparent communication within the team and across departments.
• Regularly analyze performance, prepare summary reporting and presentations for management,
  highlighting achievements and proposing recommendations for improvement; and
• Responsible to report any patient safety information as per adverse event reporting
  requirements and product quality complaints reporting requirements.

What you’ll bring to our team

• Post-secondary education in business administration, healthcare management, or a related field
  (or equivalent combination of education and experience).
• Minimum of 3 years of experience in a healthcare or customer service environment, including 1-2 years in a supervisory or leadership role.
• Strong leadership and people management skills, with a demonstrated ability to motivate and develop teams.
• Excellent collaboration skills, with the ability to work effectively with peers to achieve consistency in leadership and pro
• Excellent organizational and problem-solving skills, with attention to detail.
• Proficiency in Microsoft Office 365; experience with Salesforce CRM and workforce management tools is an asset.
• Exceptional verbal and written communication skills; bilingual proficiency in English and French is preferred.
• Compassionate and patient-focused mindset, with a commitment to delivering high-quality service.

With one tree planted for every new hire, why not start your new job on a green foot and help us lower our carbon footprint.

Job Status: Full Time

Job Location: Moncton, NB

Application Deadline: February 27, 2025

Our commitment to our team, our patients, and our community

As one of Canada’s Best Managed Companies, we offer a competitive total rewards package and paid time off to volunteer. From donation programs and local community engagement activities, to national charitable and environmental initiatives, our team's passion for creating change extends from patient care to community care.

We're proud to be an equal opportunity employer. As a people-centric organization, we’re committed to fostering a culture free of discrimination, and providing a safe space for all team members to express their individuality. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.

We encourage and accept all applications, however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries, please email the talent acquisition team at recruitment@bioscript.ca.

Let’s Talk

If you’re looking for a collaborative and dynamic workplace where you can bring and be your best, apply now and join our #BestTeam

#INDI