Bilingual Caseworker – 18 Month Contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee assigned projects and/or cases.

• Offer telephone support to patients, healthcare professionals, and funding organizations.

• Assist with funding and access challenges, encompassing private, public, and special access programs.

• Implement and comply with case-management protocols, which include clinical monitoring, data collection, patient follow-up, compliance, monitoring of therapy disruptions/discontinuations, adverse event reporting, and collaboration with primary healthcare providers.

• Execute market research initiatives for pharmaceutical and biotechnology sectors.

• Conduct substantial outbound calls as part of patient programs.

• Record every activity in program-specific databases.

• Participate in refresher and specialized training sessions.

• Provide insights on protocols, databases, processes, and interdepartmental relationships.

• Relay case management information to managers and trained colleagues during absences.

• Assist in training new caseworkers, which includes shadowing and monitoring calls.

• Report adverse events to designated units/departments.

• Handle HR-related customer inquiries, cases, records, data entry, document verification, and administrative transactions.

• Refer complex cases to the relevant specialists.

• Perform document scanning and support documentation procedures.

• Meet performance metrics for call resolution, response time, case response, and quality.

• Undertake other assigned responsibilities and projects.

⛳️ Requirements

• Comprehensive training in business administration, accounting, sales, marketing, computer science, or related fields, typically acquired through a two-year associate's degree program or equivalent experience and education combination.

• At least one (1) year of experience in customer service.

• Bilingual in Canadian French and English.

• Capable of multitasking.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Proficient in Word, Excel, and Outlook.

• Effective verbal and written communication skills.

• Strong organizational capabilities.

• Ability to create and manage budgets and expenses.

• Exceptional interpersonal, leadership, presentation, and negotiation skills.

• Advanced understanding of the pharmaceutical distribution industry.

• Familiarity with automated warehouse operating systems.

• Strong business and financial insight.

• Strong analytical and mathematical skills.

• Ability to consistently meet deadlines.

• Knowledge of Microsoft Word, Excel, PowerPoint, and other Office applications.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Support for family building.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer initiatives.

• Reasonable accommodations throughout the employment process.