Bilingual Caseworker

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

📋 Description

• Act as the primary point of contact for customer inquiries received via calls, emails, and questions concerning HR procedures and systems.

• Record inquiries, convey resolutions, and update documentation using case management software.

• Maintain communication with customers through to resolution by following up on inquiries.

• Deliver precise and prompt responses to standard inquiries related to HR processes, systems, and policies.

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

• Educate employees on company resources, including the Intranet, Employee Self-Service (ESS), and Manager Self-Service (MSS).

• Refer complex cases to Level 2 specialists or Level 3 Centers of Excellence (COE) representatives.

• Handle incoming and outgoing forms and information while digitizing documents.

• Identify and address customer issues, anticipating their needs effectively.

• Achieve performance metrics related to calls and case management.

• Undertake various assigned HR responsibilities and projects.

• Oversee assigned projects and/or cases.

• Provide telephone assistance to patients, healthcare professionals, and payers concerning funding, access, and compliance inquiries.

• Administer case management protocols, which include clinical monitoring, data collection, patient follow-up, compliance, treatment interruption monitoring, and reporting adverse events.

• Execute initiatives related to pharmaceutical and biotechnology market research.

• Conduct high-volume outbound calls as part of patient support initiatives.

• Document all activities within the program-specific database.

• Engage in professional development and specialized training opportunities.

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

• Maintain clear communication with the manager, team, and colleagues trained on the program during planned absences.

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

• Report all adverse events to the appropriate units or departments.

• Carry out any other assigned responsibilities.

⛳️ Requirements

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

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

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

• Generally, 1–3 years of relevant experience in a similar position or in HR administration or customer service is necessary.

• Bilingual proficiency in French and English is beneficial.

• Fluency in both English and Canadian French.

• Capability to multitask effectively.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Proficient in Microsoft Word, Excel, and Outlook.

• Ability to communicate clearly and effectively, both verbally and in writing.

• Strong organizational skills with a keen attention to detail.

• Competence in establishing and managing budgets and expenses.

• Exceptional interpersonal skills.

• Strong leadership capabilities.

• Excellent presentation skills.

• Strong negotiation abilities.

• Comprehensive knowledge of ABC policies and procedures.

• Proficient computer skills; adept in Microsoft Word, Excel, and PowerPoint.

• 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.

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

🏝️ 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 accommodations during the employment process and employment