Bilingual Caseworker
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Caseworker based in Canada.
This role sits at the core of patient support and case management programs, helping ensure individuals receive timely access to treatments, funding assistance, and coordinated care. You will act as a key point of contact for patients, healthcare professionals, and other stakeholders, primarily through outbound and inbound telephone support. The position involves managing complex case workflows, including documentation, follow-ups, and adherence to program protocols in a regulated healthcare environment. You will also contribute to pharmacovigilance activities by reporting adverse events and ensuring compliance with safety requirements. With a strong focus on accuracy, empathy, and communication, you will help improve patient outcomes while supporting pharmaceutical access programs. This is a fast-paced, mission-driven role where attention to detail and compassion are equally essential.
Accountabilities:
- Manage assigned patient support cases and projects while ensuring adherence to company and program-specific processes.
- Provide telephone-based support to patients, healthcare professionals, and funding bodies regarding access, reimbursement, and compliance programs.
- Conduct ongoing case management activities including patient follow-ups, data collection, documentation, and therapy monitoring.
- Ensure accurate and timely documentation of all case activities in program databases and systems.
- Support adverse event reporting and collaborate with clinical and safety teams as required.
- Participate in training activities, continuous learning programs, and knowledge-sharing sessions within the team.
- Assist in onboarding and training new caseworkers through shadowing and call monitoring when needed.
- Communicate effectively with internal teams to ensure continuity of care during absences or high workload periods.
- Post-secondary education (college diploma or equivalent) in business administration, healthcare-related fields, or a related discipline, or equivalent experience.
- Minimum 1 year of experience in customer service, healthcare support, or a related field.
- Bilingual proficiency in French and English is required or considered a strong asset.
- Strong communication skills, both verbal and written, with the ability to manage sensitive conversations.
- Excellent organizational skills with strong attention to detail and the ability to multitask in a fast-paced environment.
- Solid problem-solving abilities and a proactive approach to resolving issues efficiently.
- Comfortable using Microsoft Office tools (Word, Excel, Outlook); experience with databases is an asset.
- Previous experience in pharmaceutical, healthcare, or patient support programs is considered an advantage.
- Competitive salary range between CAD $39,552 and $66,847 annually (based on experience).
- Comprehensive health benefits including medical, dental, and vision coverage.
- Support for family and personal wellbeing, including parental leave and caregiver support programs.
- Access to training programs, mentorship opportunities, and professional development resources.
- Inclusive employee programs focused on wellbeing, mental health, and work-life balance.
- Opportunities to participate in volunteer initiatives and employee resource groups.
- Supportive work environment within a mission-driven healthcare services context.