Team Lead, One Point Patient Care Team

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