Caseworker – Bilingue

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

📋 Description

• Oversee assigned projects and/or cases

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

• Resolve funding and access challenges, including private, public, and special access initiatives

• Assist with compliance programs

• Implement and adhere to case-management protocols, which include clinical monitoring, data collection, patient follow-up, compliance checks, therapy disruption/discontinuation monitoring, adverse event reporting, and coordination with primary healthcare providers

• Execute pharmaceutical and biotechnology market research projects involving physicians, patients, pharmacists, and allied health professionals

• Conduct a substantial number of outbound calls as part of patient programs

• Record each activity in program-specific databases

• Attend refresher and specialized training on products/programs

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

• Relay case management information to managers, teams, and trained colleagues during absences

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

• Report adverse events to designated units/departments

• Carry out other assigned duties and responsibilities

• Serve as the first point of contact for HR-related inquiries via calls, emails, and client requests

• Log requests, communicate solutions, update case-management records, follow up with clients, and maintain communication until resolution

• Handle basic administrative tasks, data entry, and document verification

• Encourage self-service utilization of employee and manager tools

• Refer complex cases to the appropriate level 2 specialists or level 3 COE representatives

• Manage incoming and outgoing forms and scan documents

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

⛳️ Requirements

• Comprehensive training in business administration, accountancy, sales, marketing, computer sciences, or similar 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 handle multiple tasks simultaneously

• Strong attention to detail

• Excellent problem-solving abilities

• Experience within 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 expenses

• 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

• Solid analytical and mathematical competencies

• Capacity to consistently meet deadlines

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

🏝️ Benefits

• Medical, dental, and vision insurance

• Backup dependent care

• Adoption support

• 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

• Volunteer opportunities

• Reasonable accommodations throughout the employment process and during employment