Gestionnaire de Cas, Bilingual Caseworker

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

📋 Description

• Oversee designated projects and/or cases.

• Comply with standard company procedures.

• Execute call-center initiatives and provide telephone assistance to patients, healthcare professionals, and funding organizations.

• Assist with funding and access matters, encompassing private, public, and special access programs, as well as compliance initiatives.

• Administer and adhere to case-management guidelines, including clinical oversight, data gathering, continuous patient follow-up, compliance, monitoring therapy disruptions/discontinuations, adverse-event reporting, and coordination with primary healthcare providers.

• Carry out pharmaceutical and biotechnology-related market research efforts involving physicians, patients, pharmacists, and allied health professionals.

• Conduct a considerable volume of outbound calls as part of patient programs.

• Record each activity in the program-specific database.

• Engage in ongoing refresher and specialized training on products/programs.

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

• Relay case-management updates during scheduled absences.

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

• Report all adverse events to the relevant departments.

• Carry out additional duties and responsibilities as needed.

⛳️ Requirements

• Comprehensive training in business administration, accounting, sales, marketing, computer sciences, or related fields, typically acquired through 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 is mandatory.

• Capability to manage multiple tasks simultaneously.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sector is advantageous.

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

• Advanced understanding of the pharmaceutical distribution sector.

• Familiarity with an automated warehouse operating system.

• Strong business and financial insight.

• Robust analytical and mathematical capabilities.

• Effective oral and written communication skills.

• Strong interpersonal and leadership qualities.

• Effective organizational abilities.

• Ability to consistently meet deadlines.

• Excellent presentation skills.

• May have regular interactions with unilingual English-speaking customers, patients, or cross-functional colleagues.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care assistance.

• Adoption support.

• Infertility treatment coverage.

• Family-building assistance.

• Behavioral health services.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer initiatives.