Sentrex Health Solutions
Sentrex Health Solutions
501 – 1,000 Employees
B2BHealthcarePharmaceuticals
Sentrex Health Solutions is a Canadian specialty healthcare services company supporting pharmaceutical companies, healthcare providers, clinics, and patients through coordinated care solutions. Its services include specialty pharmacy distribution, third-party logistics, patient support programs, and technology designed for complex treatment journeys. By combining operational expertise with clinic-focused and patient-facing support, Sentrex helps healthcare partners improve access, coordination, and continuity of care.

Bilingual Nursing Supervisor – Fixed-Term, Remote Canada

Lead bilingual patient support programs for pharmaceutical patients across Canada. Oversee nursing teams, patient caseloads, performance metrics, quality standards, and contact-center operations.

Description

  • Develop contact-center strategies that help nurse case managers and case managers meet program objectives
  • Oversee patient caseload management
  • Build and continuously assess processes and systems that support customer service, patient safety, contractual obligations, and operational needs
  • Support the manager in developing and implementing policies and practices
  • Coach and lead team members toward quality standards and KPI targets
  • Review calls for quality and technical accuracy, providing prompt feedback
  • Track monthly performance against goals and implement actions to meet business objectives
  • Evaluate contact-center data and prepare reports and metrics to improve operations
  • Support recruitment, onboarding, call-quality training, employee development, and performance management
  • Recommend corrective measures and involve additional resources when necessary
  • Join or lead client meetings and manage routine client communications
  • Work with internal departments that provide program services
  • Support quality assurance and continuous improvement work, including CAPA activities
  • Contribute to program design and development, including documentation workflows and charts
  • Support technical project setup involving telephony, data-collection tools, processes, reports, and reporting requirements
  • Complete other responsibilities assigned by the manager

Requirements

  • A university degree in nursing is preferred
  • Hold a valid nursing license in good standing with the College of Nurses in the applicable province
  • Fluency in both English and French is required
  • Bring 1–3 years of supervisory or management experience
  • Experience with reimbursement programs or team leadership in a contact center or pharmaceutical setting is preferred
  • Relevant experience specific to the program is required
  • Experience working in a fast-paced environment with changing service demand is essential
  • Experience implementing business strategies, including defining KPIs and reporting processes
  • Demonstrated ability to lead teams through organizational change
  • Working knowledge of contact-center transformation, design, and process implementation
  • Track record of leading and developing teams while working with indirect reports and cross-functional partners
  • Technical aptitude with the ability to understand and troubleshoot basic technical issues
  • Familiarity with contact-center technology, including IVR use, design, and reporting
  • Intermediate to advanced proficiency with Microsoft Office applications
  • Strong verbal and written communication skills for working with internal and external customers and stakeholders
  • Excellent interpersonal skills with the ability to build relationships across organizational levels
  • Effective analytical and problem-solving abilities
  • General knowledge of reimbursement, patient assistance programs, database functions, and related operational policies and processes

Benefits

  • Modern facilities designed to support high-quality products and services
  • A collaborative and engaging workplace culture
  • Flexible work arrangements that support a healthy work-life balance
  • A diverse and inclusive workplace
  • Learning and career development through the Employee Development Program and internal corporate training
  • Competitive compensation
  • Generous vacation allowance
  • Wellness Program with five paid well-being days
  • Paid sick days
  • Benefits package with dental, extended health, AD&D, LTD, and employee and dependent life insurance
  • RRSP matching program
  • Employee and Family Assistance Program

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