Gestionnaire de cas, bilingue

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

📋 Description

• Comply with company procedures along with program-specific policies and standard operating procedures (SOPs).

• Implement case-management protocols that facilitate patient enrollment, clinical oversight, data gathering, follow-up, education for patients and caregivers, treatment adherence, monitoring therapy interruptions or terminations, adverse-event reporting, and coordination with primary healthcare providers.

• Organize program files and documentation while accurately logging activities in the program database.

• Serve as the main point of contact for designated patients or clinics.

• Coordinate communication preferences with site representatives.

• Oversee the program phone line and perform significant outbound calls.

• Engage in pharmaceutical and biotechnology market research initiatives involving healthcare professionals and patients.

• Attend refresher courses and specialized training on products or programs.

• Provide input on protocols, databases, processes, and interdepartmental collaborations.

• Relay case-management updates to managers, pod members, and trained staff during scheduled absences.

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

• Report adverse events to designated units or departments.

• Carry out other assigned duties, tasks, and projects.

⛳️ Requirements

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

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

• At least 1 year of customer service experience is necessary.

• Bilingual proficiency in French and English is required.

• Proficiency in Canadian French is essential.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Strong customer service abilities.

• Proficient in both oral and written communication.

• Effective interpersonal and organizational skills with a keen attention to detail.

• Capable of consistently meeting deadlines.

• Excellent problem-solving capabilities.

• Ability to manage multiple tasks simultaneously.

• Competence in establishing and overseeing budgets and expenses.

• Familiarity with Microsoft Word, Excel, Outlook, PowerPoint, and other Office applications.

• Proficiency in utilizing company systems and programs effectively.

• Ability to efficiently and effectively resolve issues.

• Ability to communicate with unilingual English-speaking customers, patients, or cross-functional colleagues.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Comprehensive wellness benefits that encompass physical, emotional, financial, and social dimensions.

• Backup dependent care services.

• Adoption assistance programs.

• Infertility coverage.

• Support for family building.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Access to training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Opportunities for volunteer activities.

• Reasonable accommodations offered during the employment process and throughout employment.