Caseworker

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

📋 Description

• Oversee designated projects and/or patient cases within the Specialty Services Department.

• Offer telephone assistance to patients, healthcare professionals, and funding organizations.

• Resolve funding and access challenges, encompassing private, public, and special access programs, along with compliance programs.

• Administer and comply with case-management protocols, which include clinical monitoring, data collection, continuous patient follow-up, compliance, monitoring of therapy disruptions/discontinuations, adverse event reporting, and coordination with primary healthcare providers.

• Execute pharmaceutical and biotechnology-oriented market research initiatives involving physicians, patients, pharmacists, and other health professionals.

• Conduct a significant volume of outbound calls related to patient programs.

• Record each activity in the program-specific database.

• Attend refresher training and specialized product training sessions.

• Provide insights on protocols, databases, processes, and inter-departmental relationships.

• Relay case-management information to managers, pod members, and program-trained colleagues during scheduled absences.

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

• Report all adverse events to the designated units/departments.

• Carry out additional duties and tasks as assigned.

⛳️ 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.

• High School Diploma/GED or equivalent experience is mandatory.

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

• A minimum of 2+ years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field is required.

• Bilingual skills (French/English) are considered an asset.

• Capability to multitask effectively.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Proficient working knowledge of Word, Excel, and Outlook.

• Certification in reimbursement support, patient access, customer support, service management, customer relationship management systems, or process improvement is preferred.

🏝️ 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.