Senior Caseworker, Bilingual

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

📋 Description

• Establish the necessary level of quality assurance oversight for various computer and IT systems.

• Oversee the documentation of requirements, including the preparation, development, maintenance, and execution of intricate quality assurance test plans, scenarios, and scripts.

• Evaluate unit testing documentation for validated systems prior to quality assurance and user acceptance testing.

• Develop test plans and summary reports.

• Design test scenarios and configuration data for functional, integration, challenge, and regression testing.

• Execute testing activities in live environments and carry out approved test scenarios.

• Record defects and facilitate triage meetings with stakeholders.

• Inform Change Management when approval is received to move forward with the production release of tested code.

• Offer support for security, performance, and automated testing, in addition to preparing the environment.

• Contribute to the creation and revision of process and application documentation.

• Guide user acceptance testing and supervise test plans for designated products.

• Manage assigned projects and/or cases.

• Implement call center programs and provide telephone assistance to patients, healthcare professionals, and payers.

• Administer case management protocols, including clinical follow-ups, data collection, ongoing monitoring, compliance, treatment interruptions, and adverse event reporting.

• Log every activity in the program-specific database.

• Engage in professional development and specialized training.

• Provide insights on protocols, databases, processes, and interdepartmental relationships.

• Involve in the training of new caseworkers, including call shadowing and monitoring.

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

⛳️ 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 related healthcare field.

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

• Proficiency in integration testing or API testing.

• Familiarity with automated test management tools.

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

• At least two (2) years of customer service experience; experience in the medical, pharmaceutical, and/or insurance sector is advantageous.

• Bilingual proficiency in French and English, both written and verbal, is a plus.

• Highly organized with exceptional attention to detail.

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

• Flexibility to work shifts; operational hours are from 8:00 a.m. to 8:00 p.m.

• Ability to apply critical thinking skills for problem-solving.

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

• Experience in a call center environment is beneficial.

• Excellent written and verbal communication skills, along with effective telephone etiquette when interacting with diverse audiences, including internal stakeholders, healthcare professionals, and patients.

• Proven capacity to manage time, prioritize tasks, and multitask to meet competing deadlines.

• University degree in a related field or equivalent experience.

• Experience with GxP systems validation is an asset.

• Familiarity with auditing IT and validated systems is an asset.

• Experience in creating and reviewing standard operating procedures (SOPs) is beneficial.

• Capability to use enterprise automated testing tools.

• Experience with HP Quality Center, Jira, or Zephyr is a plus.

• Working knowledge of CDS, office services, HP testing tools, or equivalent testing tools.

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

• Effective communication skills, both orally and in writing.

• Demonstrates a robust work ethic, reliability, and initiative in acquiring new skills.

• Advanced understanding of the pharmaceutical distribution sector.

• Working knowledge of automated warehouse operating systems.

• Strong business and financial insight.

• Excellent analytical and mathematical abilities.

• Ability to thrive in a fast-paced environment and consistently meet deadlines.

• Effective communication skills, both orally and in writing; fully bilingual.

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

• In-depth knowledge of patient support programs.

• Strong technical skills with a quick adaptability to new software and databases.

🏝️ 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