Gestionnaire de cas, bilingue

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

📋 Description

• Administer and comply with case-management protocols, which include patient enrollment, clinical monitoring, data collection, ongoing follow-up, patient/caregiver education, compliance, monitoring of therapy disruptions/discontinuations, adverse event reporting, and coordination with primary healthcare providers.

• Oversee program files and documentation, ensuring accurate recording of activities in the program-specific database while maintaining complete, up-to-date, and compliant files.

• Serve as the primary contact for designated patients or clinics.

• Coordinate communication preferences with site representatives.

• Manage the program phone line and perform significant outbound calling.

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

• Attend ongoing refresher training sessions and specialized training related to products or programs.

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

• Relay case-management information to the manager, pod, and program-trained colleagues during scheduled absences.

• Collaborate with managers in training new caseworkers, which includes shadowing 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 required.

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

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

• Bilingualism in French and English is essential.

• Proficiency in Canadian French and English is required.

• Experience in the medical and pharmaceutical industries is considered an asset.

• Certification in reimbursement support, patient access, customer support, service management, customer relationship management systems, or process improvement is preferred.

• Strong ability to communicate effectively both verbally and in writing.

• Excellent organizational skills and a keen attention to detail.

• Capability to manage budgets and expenses efficiently.

• Exceptional interpersonal, leadership, presentation, and negotiation skills.

• Proficient computer skills, including Microsoft Word, Excel, Outlook, PowerPoint, and other Office programs.

• Ability to multitask and consistently meet deadlines.

• Outstanding problem-solving abilities and a knack for resolving issues effectively and efficiently.

• Action-oriented, proactive, forward-thinking, and solution-driven mindset.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.

• Reasonable disability accommodations during the employment process.