Gestionnaire de Cas, Bilingual Caseworker

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

📋 Description

• Oversee assigned projects and/or cases

• Follow established company protocols

• Provide telephone assistance for patients, healthcare professionals, and funding organizations

• Assist with funding and access challenges, including private, public, and special access initiatives

• Aid in compliance programs

• Implement and adhere to case-management procedures, which include clinical monitoring, data gathering, patient follow-up, compliance, therapy disruption/discontinuation oversight, adverse-event reporting, and collaboration with primary healthcare providers

• Execute pharmaceutical and biotechnology market research projects

• Conduct outbound calls as part of patient engagement initiatives

• Record activities in program-specific databases

• Participate in refresher and specialized training sessions

• Provide insights on protocols, databases, processes, and interdepartmental interactions

• Clearly communicate case status to managers, pods, and trained colleagues during absences

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

• Report adverse events to designated units/departments

• Undertake additional duties and tasks as required

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

• Document requests, communicate solutions, update case-management records, and follow up with customers

• Handle basic administrative tasks and transaction approvals, enter data, verify documents, scan documents, and manage forms

• Escalate complex cases to level 2 specialists or level 3 COE representatives

• Achieve performance metrics related to call resolution, response time, case response, and case/call quality

⛳️ Requirements

• 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

• Bilingual (French/English) is mandatory

• Ability to handle multiple tasks simultaneously

• Strong attention to detail

• Excellent problem-solving abilities

• Experience in the medical and pharmaceutical sectors is preferred

• Proficient in Word, Excel, and Outlook

• Advanced understanding of the pharmaceutical distribution sector

• Familiarity with automated warehouse operating systems

• Strong business and financial insight

• Robust analytical and mathematical capabilities

• Effective oral and written communication skills

• Strong interpersonal and leadership abilities

• Excellent organizational skills

• Consistently meet deadlines

• Outstanding presentation skills

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

• Ability to interact daily with unilingual English-speaking customers, patients, or cross-functional colleagues

🏝️ Benefits

• Medical, dental, and vision insurance

• Backup dependent care services

• Adoption support

• Infertility treatment coverage

• Family-building assistance

• Behavioral health resources

• Paid parental leave

• Paid caregiver leave

• Training programs

• Professional development opportunities

• Mentorship initiatives

• Employee resource groups

• Volunteer opportunities