Bilingual Caseworker

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

📋 Description

• Serve as the primary point of contact for inquiries via calls, emails, and customer requests pertaining to HR processes and systems.

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

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

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

• Deliver precise, consistent, and prompt responses to standard HR process, system, and policy questions.

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

• Instruct associates on company policies and tools, such as the Intranet, ESS, and MSS.

• Escalate complex cases that require detailed interpretation to the appropriate Level 2 or Level 3 specialists.

• Handle incoming and outgoing forms and information, and perform document scanning.

• Identify and resolve customer issues proactively, anticipating additional information customers may need.

• Achieve performance metrics related to call resolution, average speed of answer, case response, and overall case and call quality.

• Oversee assigned projects and/or cases while following general company protocols.

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

• Manage 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 for the pharmaceutical and biotechnology sectors.

• Record activities in program-specific databases.

• Attend refresher courses and specialized training sessions.

• Provide feedback on protocols, databases, processes, and interdepartmental interactions.

• Communicate case status updates to managers, pods, and trained colleagues during periods of absence.

• Assist in training new caseworkers through shadowing and monitoring calls.

• Report all adverse events to designated units/departments.

• Perform additional duties and tasks as required.

⛳️ Requirements

• Extensive training in business administration, accountancy, sales, marketing, computer sciences, or related fields.

• Completion of a two-year associate's degree program or an equivalent combination of experience and education.

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

• Bilingual proficiency in French and English; Canadian French is mandatory.

• Ability to manage multiple tasks simultaneously.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in medical and pharmaceutical fields is advantageous.

• Proficient in Word, Excel, and Outlook.

• Strong oral and written communication skills.

• Exceptional organizational capabilities.

• Competence in establishing and managing budgets and expenses.

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

• Advanced knowledge of the pharmaceutical distribution sector.

• Familiarity with automated warehouse operating systems.

• Strong business and financial insight.

• Excellent analytical and mathematical abilities.

• Ability to consistently meet deadlines.

• Proficient computer skills and familiarity with Microsoft Word, Excel, PowerPoint, and other Office applications.

🏝️ Benefits

• Medical, dental, and vision coverage.

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

• Backup dependent care services.

• Adoption assistance programs.

• 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.