Bilingual Caseworker

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

📋 Description

• Oversee designated projects and/or cases

• Serve as the initial point of contact for calls, emails, and customer inquiries

• Address questions and concerns related to HR processes and systems

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

• Follow up with customers and perform additional research as necessary

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

• Offer telephone assistance for patients, healthcare professionals, and funding organizations

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

• Support compliance initiatives

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

• Execute pharmaceutical and biotechnology market-research projects

• Make a high volume of outbound calls for patient programs

• Document actions in program-specific databases

• Attend refresher and specialized product/program training sessions

• Provide input on protocols, databases, processes, and interdepartmental relationships

• Relay case-management updates to managers and colleagues during absences

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

• Report all adverse events to designated units/departments

• Carry out other assigned responsibilities and tasks

⛳️ Requirements

• Comprehensive training in business administration, accountancy, sales, marketing, computer sciences, or related fields, typically acquired through a two-year associate's degree program or an equivalent mix of experience and education

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

• Bilingual in Canadian French and English

• Capability to multitask

• Strong attention to detail

• Excellent problem-solving abilities

• Experience in the medical and pharmaceutical sector is advantageous

• Proficient in Word, Excel, and Outlook

• Effective verbal and written communication skills

• Strong organizational capabilities

• Ability to establish and manage budgets and expenditures

• Exceptional interpersonal, leadership, presentation, and negotiation skills

• Advanced understanding of the pharmaceutical distribution sector

• Familiarity with automated warehouse operating systems

• Strong business and financial insight

• Robust analytical and mathematical skills

• Ability to consistently meet deadlines

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

🏝️ Benefits

• Medical, dental, and vision coverage

• Backup dependent care

• Adoption support

• Infertility coverage

• Family building assistance

• Behavioral health solutions

• Paid parental leave

• Paid caregiver leave

• Training programs

• Resources for professional development

• Mentorship opportunities

• Employee resource groups

• Volunteer opportunities