Bilingual Caseworker

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

📋 Description

• Serve as the initial point of contact for support regarding calls, emails, and client inquiries related to HR processes and systems.

• Document questions and requests, communicate solutions, and update case records utilizing case-management tools.

• Follow up with clients, perform additional research, and maintain communication until issues are resolved.

• Deliver accurate and timely responses to standard inquiries about HR processes, systems, and policies.

• Handle basic administrative transactions and approvals, input data, and verify necessary documents.

• Assist associates with company policies and self-service tools, such as the Intranet, ESS, and MSS.

• Refer complex cases to the appropriate Level 2 specialists or Level 3 COE representatives.

• Offer document support, manage incoming and outgoing forms and information, and scan documents as needed.

• Provide telephone support for patients, healthcare professionals, and funding organizations.

• Oversee case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation tracking, adverse-event reporting, and coordination with healthcare providers.

• Execute pharmaceutical and biotechnology market-research initiatives.

• Make outbound calls and log activities in program-specific databases.

• Participate in refresher and specialized training for products or programs.

• Give feedback on protocols, databases, processes, and interdepartmental collaborations.

• Update managers, pods, and trained colleagues on case status during absences.

• Contribute to the training of new caseworkers through shadowing and call monitoring.

• Report all adverse events to designated units or departments.

• Carry out other duties and tasks as necessary.

⛳️ Requirements

• Associate’s degree or an equivalent combination of experience and education.

• At least one year of customer service experience.

• Bilingual proficiency in Canadian French and English.

• Ability to manage multiple tasks simultaneously.

• Keen attention to detail.

• Strong skills in problem-solving.

• Proficient in Microsoft Word, Excel, and Outlook.

• Effective oral and written communication abilities.

• Strong organizational skills with the capacity to meet deadlines.

• Experience in the medical and pharmaceutical fields is advantageous.

• Capability to establish and manage budgets and expenses.

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

• Advanced understanding of the pharmaceutical distribution industry.

• Familiarity with automated warehouse operating systems.

• Strong business and financial understanding.

• Excellent analytical and mathematical abilities.

• Proficient in Microsoft Word, Excel, PowerPoint, and other Office applications.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Comprehensive wellness benefits that encompass physical, emotional, financial, and social wellbeing.

• Backup dependent care services.

• Adoption assistance programs.

• Infertility coverage options.

• Family-building support services.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Access to training programs.

• Professional development resources.

• Mentorship programs available.

• Employee resource groups.

• Opportunities for volunteer activities.