Gestionnaire de Cas, Bilingue

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

📋 Description

• Oversee designated projects and cases

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

• Offer telephone assistance for funding and access challenges, as well as compliance programs

• Implement case-management protocols, which include clinical monitoring, data gathering, patient follow-up, compliance checks, therapy disruption/discontinuation monitoring, adverse-event reporting, and coordination with primary healthcare providers

• Execute pharmaceutical and biotechnology market research projects with healthcare professionals and patients

• Conduct outbound calls as part of patient engagement programs

• Record activities in program-specific databases

• Handle basic administrative tasks, including approvals, data entry, and document verification

• Advise associates on company policies and self-service tools

• Refer complex cases to the appropriate level 2 specialist or level 3 COE representative

• Manage incoming and outgoing documents and information, including scanning

• Identify and address customer concerns while anticipating additional information requirements

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

• Participate in refresher and specialized training sessions

• Provide insights on protocols, databases, processes, and inter-departmental relationships

• Communicate case-management updates during periods of absence

• Assist in training new caseworkers through shadowing and monitoring calls

• Report adverse events to designated units or departments

• Perform other assigned HR responsibilities and projects

⛳️ Requirements

• Comprehensive training in business administration, accounting, 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

• Capable of multitasking

• High attention to detail

• Strong problem-solving capabilities

• Experience in the medical and pharmaceutical sectors is advantageous

• Proficient in Word, Excel, and Outlook

• Excellent oral and written communication skills

• Strong organizational and interpersonal abilities

• Competent in establishing and managing budgets and expenses

• Leadership, presentation, and negotiation skills

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

• Advanced understanding of the pharmaceutical distribution sector

• Working knowledge of automated warehouse operating systems

• Strong business, financial, analytical, and mathematical skills

• Ability to consistently meet deadlines

• Exceptional problem-solving skills

🏝️ Benefits

• Medical, dental, and vision insurance

• Backup dependent care assistance

• Adoption support

• Coverage for infertility treatments

• Family building support services

• Behavioral health solutions

• Paid parental leave

• Paid caregiver leave

• Training programs

• Resources for professional development

• Mentorship initiatives

• Employee resource groups

• Opportunities for volunteer activities

• Reasonable accommodations during the employment process