Bilingual Caseworker

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

📋 Description

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

• Log inquiries and requests, relay solutions, and update records utilizing case-management tools.

• Conduct follow-ups with customers and perform additional research as necessary.

• Maintain communication with customers until their requests are fully resolved.

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

• Execute basic administrative tasks, including transaction approvals, data entry, and document verification.

• Assist associates in navigating company practices and tools, such as the intranet, ESS, and MSS.

• Refer complex cases to the appropriate Level 2 specialist or Level 3 Center of Excellence representative.

• Oversee incoming and outgoing forms and information, as well as scan documents.

• Identify and address customer issues while anticipating their needs.

• Achieve performance targets for call resolution, average response time, and case/call quality.

• Handle assigned projects and cases efficiently.

• Provide telephone support to patients, healthcare professionals, and funding bodies regarding funding/access and compliance programs.

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

• Implement market-research initiatives in pharmaceuticals and biotechnology.

• Record activities in program-specific databases.

• Attend refresher and specialized training sessions.

• Offer feedback on protocols, databases, processes, and interdepartmental relationships.

• Communicate case-management updates to managers and trained colleagues during absences.

• Engage in training new caseworkers, including shadowing and call monitoring.

• Report adverse events to designated units or departments.

• Perform additional duties and responsibilities as required.

⛳️ Requirements

• General education in business administration, accounting, sales, marketing, computer science, or a related field, typically obtained through a four-year bachelor’s degree or an equivalent combination of experience and education.

• Comprehensive training in areas such as business administration, accounting, sales, marketing, computer science, or similar disciplines, generally acquired through a two-year associate degree or an equivalent combination of experience and education.

• Minimum of one (1) year of customer service experience.

• Generally, 1 to 3 years of related experience in a comparable role, HR administration, or customer service.

• Bilingual proficiency in Canadian French and English.

• Ability to manage multiple tasks simultaneously.

• Exceptional attention to detail.

• Strong problem-solving capabilities.

• Experience in the medical or pharmaceutical sector is a plus.

• Proficient in Word, Excel, and Outlook.

• Effective oral and written communication skills.

• Ability to establish and manage budgets and expenses.

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

• Advanced understanding of the pharmaceutical distribution industry.

• Familiarity with automated warehouse operating systems.

• Strong business and financial acumen.

• Solid analytical and mathematical skills.

• Consistently meet deadlines.

• Proficient in Microsoft Word, Excel, PowerPoint, and other Microsoft 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 activities.