Gestionnaire de cas bilingue – Unilingue

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

📋 Description

• Oversee assigned projects and/or cases.

• Serve as the initial contact for support via calls, emails, and customer inquiries.

• Address questions and concerns pertaining to HR processes, systems, and policies.

• Document inquiries and requests, communicate solutions, and update case-management records.

• Follow up with customers and perform additional research as necessary.

• Maintain ongoing communication with customers until their requests are fully resolved.

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

• Assist associates with company practices and tools, such as Intranet, ESS, and MSS.

• Elevate complex cases to the corresponding Level 2 specialists or Level 3 COE representatives.

• Handle incoming and outgoing forms and information; scan documents as required.

• Offer telephone support for funding, access, and compliance programs.

• Administer case-management protocols, which include clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse-event reporting, and liaison with healthcare providers.

• Execute pharmaceutical and biotechnology market-research initiatives.

• Conduct significant outbound calls for patient programs.

• Record activities in program-specific databases.

• Participate in refresher and specialized product/program training.

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

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

• Support managers in training new caseworkers, including shadowing and call monitoring.

• Report all adverse events to the designated units/departments.

• Perform additional assigned duties and tasks.

⛳️ Requirements

• Comprehensive training in business administration, accountancy, sales, marketing, computer sciences, or related fields, generally 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 proficiency in Canadian French and English.

• Capacity to multitask effectively.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sector is an advantage.

• Proficient in Word, Excel, and Outlook.

• Strong verbal and written communication skills.

• Exceptional organizational skills.

• Ability to establish and manage budgets and expenses.

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

• Advanced understanding of the pharmaceutical distribution industry.

• Familiarity with automated warehouse operating systems.

• Strong business and financial knowledge.

• Excellent analytical and mathematical skills.

• Ability to consistently meet deadlines.

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

• Availability to work consistently from 12:00 PM to 8:00 PM EST, Monday through Friday.

🏝️ 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.

• Opportunities for volunteer activities.

• Reasonable accommodations during the employment process and throughout employment.