Caseworker/ Gestionnaire de cas bilingue

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Caseworker/ Gestionnaire de cas bilingue based in Canada.** As a Bilingual Caseworker, you will support patients, healthcare professionals, and other stakeholders by coordinating case management activities and delivering responsive, compassionate service. You will help individuals navigate patient support programs, medication access and funding options, treatment compliance requirements, and related healthcare services. Through inbound and outbound calls, careful documentation, and consistent follow-up, you will ensure that cases are handled accurately and efficiently. You will collaborate with internal teams and healthcare providers to address concerns, maintain continuity of support, and escalate complex cases when necessary. This remote opportunity combines customer service, administrative coordination, and healthcare program support in a structured, patient-focused environment. Your attention to detail, communication skills, and ability to manage multiple priorities will contribute to better service experiences and effective program delivery. ### Accountabilities - Manage assigned cases and projects in accordance with established procedures, program requirements, and organizational processes. - Serve as a point of contact for patients, healthcare professionals, funding organizations, and other stakeholders through telephone support, responding to questions and helping resolve issues related to treatment access, funding, and patient support programs. - Support access to private, public, and special funding programs, as well as compliance initiatives and other pharmaceutical support services. - Conduct inbound and outbound calls to gather information, provide guidance, monitor progress, and maintain ongoing communication with patients and other program participants. - Administer case management protocols, including clinical monitoring, data collection, patient follow-up, treatment compliance monitoring, therapy disruption or discontinuation tracking, and adverse event reporting. - Liaise with primary healthcare providers and other relevant stakeholders to support continuity of care and effective case coordination. - Document all case activities, communications, and outcomes accurately in the appropriate program-specific databases and case management systems. - Maintain complete and organized records, process incoming and outgoing forms, verify documentation, and perform administrative data entry and transaction-related tasks as required. - Identify client needs, investigate concerns, provide accurate information, and escalate complex cases to the appropriate specialist or internal team when necessary. - Support pharmaceutical and biotechnology market research initiatives involving physicians, patients, pharmacists, and other healthcare professionals. - Meet established performance expectations relating to response times, case resolution, documentation quality, call handling, and timely follow-up. - Participate in refresher training and specialized training sessions for specific products, services, and patient programs. - Provide feedback on existing protocols, databases, workflows, and interdepartmental collaboration to support continuous improvement. - Communicate case status and relevant information clearly to managers, team members, and program-trained colleagues, including during planned absences. - Assist managers with onboarding and training new caseworkers through activities such as shadowing and call monitoring. - Report all adverse events to the appropriate designated teams or departments in accordance with established procedures. - Perform additional duties and support other projects as assigned. ### Requirements: - A two-year associate degree or equivalent combination of education and experience in business administration, accounting, sales, marketing, computer science, or a related field. - At least one year of customer service experience; experience in human resources administration, case management, healthcare support, or a similar role is an asset. - Bilingual proficiency in Canadian French and English, with the ability to communicate effectively both verbally and in writing. - Experience in the medical, pharmaceutical, or healthcare industry is an advantage. - Strong organizational skills and attention to detail, with the ability to manage multiple cases, maintain accurate records, and meet deadlines. - Excellent customer service, interpersonal, and communication skills, with a professional and empathetic approach to patient and stakeholder interactions. - Strong problem-solving and analytical skills, including the ability to assess information, resolve issues efficiently, and recognize when escalation is necessary. - Ability to manage competing priorities, adapt to changing program requirements, and work effectively both independently and collaboratively. - Proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook; familiarity with PowerPoint and other business software is beneficial. - Ability to learn and follow established case management procedures, documentation standards, confidentiality requirements, and adverse event reporting protocols. - Strong data entry and recordkeeping skills, with the ability to document interactions accurately in program-specific databases. - Flexibility to participate in ongoing training and develop knowledge of relevant pharmaceutical products, patient support programs, and healthcare processes. ### Benefits: - Annual salary ranging from **CAD $45,900 to $71,940**. - Full-time employment. - Remote work opportunities in eligible Canadian provinces, including Manitoba, British Columbia, Alberta, New Brunswick, and Nova Scotia, with additional locations available. - Medical, dental, and vision coverage. - Wellness resources supporting physical, emotional, financial, and social well-being. - Family support programs that may include backup dependent care, adoption assistance, infertility coverage, and family-building resources. - Behavioral health support services. - Paid parental leave and paid caregiver leave. - Training programs and professional development resources. - Mentorship opportunities. - Employee resource groups and volunteer activities. - A workplace focused on inclusion, accessibility, and equal employment opportunities.