Senior Caseworker, Bilingual

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

📋 Description

• Assess the required level of quality assurance oversight for various IT systems.

• Collaborate with IT teams or external vendors on business/user requirements and complex software testing plans, scenarios, and scripts throughout the testing lifecycle.

• Examine unit-test documentation for validated systems prior to QA and user acceptance testing.

• Develop test plans and summarize reports on testing outcomes.

• Create test scenarios and configuration data for functional, integration, challenge, regression, security, performance, and automated testing.

• Perform real-world testing to confirm application readiness before formal testing begins.

• Implement approved functional, integration, challenge, and regression test scenarios.

• Record defects and organize defect-triage meetings with stakeholders.

• Alert Change Management when tested code is cleared for production release.

• Maintain documentation that supports processes and applications.

• Facilitate user acceptance testing and provide support for third-party oversight.

• Oversee assigned projects and/or cases.

• Administer patient, healthcare professional, and funding-body telephone support programs.

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

• Conduct pharmaceutical and biotechnology market research initiatives.

• Make outbound calls and record activities in program databases.

• Attend refresher and specialized product/program training sessions.

• Offer feedback on protocols, databases, processes, and interdepartmental relationships.

• Communicate case status during absences and assist in training new caseworkers.

• Report all adverse events to designated units/departments.

• Undertake other assigned responsibilities.

⛳️ Requirements

• A minimum of three (3) years of relevant experience with increasing responsibilities in software testing or quality assurance.

• Bachelor’s degree in software engineering or a healthcare-related discipline.

• Experience in testing healthcare, pharmaceutical, or ERP applications; pharmacovigilance experience is preferred.

• Familiarity with integration or API testing.

• Experience with automated testing management tools.

• Practical experience working with validated systems in a regulated industry.

• At least two (2) years of customer service experience.

• Bilingual proficiency in French and English, both written and spoken, is an asset.

• Strong command of Microsoft applications (Outlook, Word, Excel, and PowerPoint).

• Willingness to work shifts between 8:00 a.m. and 8:00 p.m.

• Ability to apply critical-thinking skills to resolve issues.

• A minimum of two (2) years of experience in a patient support program.

• Experience in a call-center setting is an asset.

• Excellent written and verbal communication abilities, including effective telephone etiquette.

• Demonstrated capability to manage time, set priorities, and multitask effectively.

• Minimum university degree in a related field or equivalent experience.

• Proficiency in using automated enterprise testing tools.

• Experience with HP Quality Center, Jira, or Zephyr is an asset.

• Understanding of CDS, office services, HP testing tools, or similar testing tools.

• Strong analytical, problem-solving, and conceptual abilities.

• Outstanding organizational skills and meticulous attention to detail.

• Advanced knowledge of the pharmaceutical distribution sector.

• Familiarity with automated warehouse operating systems.

• Strong business and financial acumen.

• Excellent analytical and mathematical abilities.

• Fully bilingual communication skills.

• Comprehensive knowledge of patient support programs.

• Strong technical skills and the ability to quickly acquire new software and database knowledge.

🏝️ 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 accommodations during the employment process and employment