Gestionnaire de cas, bilingue

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

📋 Description

• Serve as the initial point of contact for support via calls, emails, and customer inquiries related to HR processes and systems.

• Document questions and requests, convey solutions, and maintain records through case-management tools.

• Follow up with customers, perform additional research, and sustain communication until all requests are addressed.

• Deliver accurate, consistent, and prompt responses to standard HR process, system, and policy questions.

• Undertake basic administrative tasks, transaction approvals, data entry, and document verification.

• Advise associates on company practices and tools, including Intranet, ESS, and MSS.

• Refer complex cases needing interpretation to the appropriate Level 2 specialists or Level 3 COE representatives.

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

• Identify and address customer concerns while anticipating additional information requirements.

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

• Manage assigned projects and cases while adhering to company procedures.

• Provide telephone assistance for patients, healthcare professionals, and funding bodies concerning funding/access and compliance programs.

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

• Implement market-research initiatives in the pharmaceutical and biotechnology sectors with healthcare professionals and patients.

• Make outbound calls and log activities in program-specific databases.

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

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

• Communicate case-management updates during any absences.

• Assist in training new caseworkers through shadowing and call monitoring.

• Report adverse events to designated units or departments.

• Carry out other duties and responsibilities as required.

⛳️ Requirements

• Comprehensive training in business administration, accountancy, 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 experience in customer service.

• Bilingual in Canadian French and English.

• Capability to multitask effectively.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is a plus.

• Proficient in Word, Excel, and Outlook.

• Effective communication skills, both verbal and written.

• Strong 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 proficiency.

• Ability to consistently meet deadlines.

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

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Support for family building.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer initiatives.