Bilingual Caseworker

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

📋 Description

• Provide patients and healthcare providers with information on Patient Support services, diseases, and therapies utilizing materials and product monographs supplied by the manufacturer.

• Assist patients and caregivers in assessments related to Patient Support services.

• Act as a liaison between patients, families, and healthcare providers regarding access to medications.

• Respond to inquiries concerning program services, disease states, and products.

• Offer ongoing support related to disease states and products to enhance patient adherence.

• Refer patients to healthcare providers for clinical inquiries that extend beyond program materials.

• Record patient information and interactions in electronic patient records.

• Conduct regular file reviews and update records throughout the patient's journey.

• Adhere to case-management protocols, including data collection, follow-up, monitoring therapy disruptions/discontinuations, reporting adverse events, and liaising with primary healthcare providers.

• Collaborate with reimbursement specialists and physicians to secure funding for therapies and explore alternatives.

• Coordinate and monitor patient services in line with KPIs to facilitate therapy access.

• Participate in specialized therapy training and pharmaceutical meetings.

• Attend patient meetings and conferences, collaborating with patient associations and advocacy groups as necessary.

• Organize treatment logistics with healthcare providers, pharmacies, and infusion/injection clinics.

• Maintain communication with the manager, team, and client regarding patient cases.

• Assist in training new Nurse Case Managers and provide feedback on protocols, databases, and processes.

• Report adverse events and severe adverse events in accordance with program procedures.

• Execute other assigned duties and may be required to be on standby/on call.

⛳️ Requirements

• High School Diploma/GED or equivalent experience is required.

• A minimum of 2 years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field is required.

• At least one year of experience in customer service is necessary.

• Bilingualism in French and English is required.

• Proficiency in English and Canadian French.

• Experience in the medical and pharmaceutical sector is considered an asset.

• Strong customer service capabilities.

• Action-oriented, proactive, forward-thinking, and solution-focused problem-solving skills.

• Ability to manage multiple tasks effectively.

• Proficient oral and written communication skills.

• Strong interpersonal and organizational skills with a keen attention to detail.

• Ability to consistently meet deadlines.

• Excellent problem-solving capabilities and the ability to resolve issues efficiently.

• Familiarity with Microsoft Word, Excel, Outlook, PowerPoint, and other Office applications.

• Capability to establish and manage budgets and expenses.

• Strong leadership, presentation, and negotiation skills.

• Knowledge of ABC policies and procedures.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.

• Reasonable disability accommodations during recruitment, assessment, hiring, and employment.