Bilingual Caseworker

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

📋 Description

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

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

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

• Deliver accurate and timely responses to standard inquiries regarding 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.

• Escalate intricate cases to the relevant Level 2 specialists or Level 3 COE representatives.

• Oversee incoming and outgoing documentation and information, including scanning of documents.

• Manage assigned projects and cases, ensuring compliance with company processes.

• Provide telephone assistance to patients, healthcare professionals, and funding agencies regarding funding, access, and compliance programs.

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

• Implement initiatives for pharmaceutical and biotechnology market research.

• Make outbound calls as part of patient programs.

• Record activities in program-specific databases.

• Participate in refresher and specialized product or program training sessions.

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

• Relay case status updates to managers and trained colleagues during absences.

• Help train new caseworkers through shadowing and call monitoring.

• Report adverse events to designated units or departments.

• Carry out other assigned tasks and responsibilities.

⛳️ Requirements

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

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

• Generally, 1 to 3 years of relevant experience in a similar capacity or in HR administration or customer service roles.

• Bilingual proficiency in Canadian French and English.

• Capacity to multitask effectively.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Proficient in Word, Excel, and Outlook.

• Strong oral and written communication skills.

• Solid organizational capabilities.

• Ability to establish and manage budgets and expenses.

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

• Advanced understanding of the pharmaceutical distribution industry.

• Familiarity with automated warehouse operating systems.

• Strong business and financial insight.

• Strong analytical and mathematical capabilities.

• Ability to consistently meet deadlines.

• Knowledge of Microsoft Word, Excel, PowerPoint, and other Office applications.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Backup dependent care support.

• Adoption assistance programs.

• Infertility coverage.

• Family building assistance.

• Behavioral health services.

• Paid parental leave.

• Paid caregiver leave.

• Training opportunities.

• Resources for professional development.

• Mentorship initiatives.

• Employee resource groups.

• Opportunities for volunteer activities.