TEAM LEAD, ONE POINT PATIENT CARE TEAM (12-MONTH CONTRACT)

WHO WE ARE

GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

THE ROLE IN A NUTSHELL

Base Salary: CAD $59,688.00 - 91,109.00

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
  - Customer satisfaction

• 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 strong 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'RE 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

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

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.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.