Field Case Manager – Team Lead – Western Canada

The Team Lead is the regional lead resource for the Field Case Manager (FCM) team in their region.

Reporting to the Clinical Manager, the Team Lead provides day-to-day guidance, coaching, and escalation support, ensuring consistent delivery of high-quality patient care and program outcomes.

The Team Lead focuses on mentorship, training, onboarding, and oversight to drive team performance and ensure seamless program execution across the region.

• Act as the first point of contact for Field Case Managers seeking guidance, clarification, or escalation support.
• Provide mentorship, on-the-job coaching, and feedback to promote adherence to program standards and best practices.
• Support team cohesion by fostering a collaborative, patient-first culture across the region.
• Identify trends, risks, or recurring issues within the region and escalate to the Clinical Manager with recommendations.

• Support onboarding of new Field Case Managers, ensuring smooth integration into regional teams.
• Deliver training on PSP processes, reimbursement navigation, specialty pharmacy workflows, and patient interaction standards.
• Collaborate with program leadership to develop and refine training materials, SOPs, and work instructions.

• Support Clinical Manager with reporting, data review, and analysis to inform regional program improvements.
• Monitor FCM activities and regional performance metrics, identifying opportunities for additional training or process adjustments.