Gestionnaire de cas bilingue

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

📋 Description

• Serve as the primary point of contact for support through calls, emails, and client inquiries.

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

• Follow up with clients and conduct further research as necessary.

• Ensure consistent client communication until all requests are addressed.

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

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

• Educate associates on company procedures and tools, such as the Intranet, ESS, and MSS.

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

• Handle incoming and outgoing documents and information, including scanning tasks.

• Identify and resolve client concerns while anticipating their additional needs.

• Achieve performance metrics related to call resolution, average response time, case response, and overall quality.

• Oversee assigned projects and cases.

• Provide telephone support for patients, healthcare professionals, and funding organizations.

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

• Execute pharmaceutical and biotechnology market-research initiatives.

• Make outbound calls as part of patient support programs.

• Record activities in program-specific databases.

• Attend refresher and specialized training sessions.

• Offer feedback on protocols, databases, processes, and inter-departmental relations.

• Communicate case status updates to managers, teams, and trained colleagues during absences.

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

• Report adverse events to the designated units/departments.

• Execute other assigned duties and tasks.

⛳️ 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 a similar combination of experience and education.

• At least one (1) year of experience in customer service.

• Bilingual proficiency in Canadian French and English.

• Capacity to manage multiple tasks simultaneously.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Proficient in Word, Excel, and Outlook.

• Advanced understanding of the pharmaceutical distribution industry.

• Familiarity with automated warehouse operating systems.

• Strong business and financial insight.

• Solid analytical and mathematical capabilities.

• Effective verbal and written communication skills.

• Strong interpersonal and leadership abilities.

• Exceptional organizational skills.

• Ability to consistently meet deadlines.

• Outstanding presentation skills.

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

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care.

• Adoption assistance.

• Infertility benefits.

• Family-building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship opportunities.

• Employee resource groups.

• Volunteer activities.