Bilingual Caseworker Support Associate

Accountabilities: Sort, review, and process incoming patient documentation, including insurance information, enrollment forms, prescriptions, and other relevant records. Review patient information in internal databases, verify accuracy against client requirements, and enter relevant data such as test results and prescription details. Interpret documentation received from physicians' offices, clinics, and other healthcare providers, including medical directives, consultation notes, and test results. Identify and report adverse events and other reportable safety information, including cases associated with product complaints or medical information inquiries, in accordance with established protocols and standard operating procedures. Document pharmacovigilance activities accurately in program-specific databases. Attach post-injection and post-infusion reports to patient records to support patient assistance and drug safety program requirements. Review injection and infusion reports to identify potential adverse events and ensure appropriate reporting. Forward reports to physicians' offices by fax when required. Update patient files with upcoming injection or infusion appointment dates. Follow up with field nurses to obtain missing or incomplete reports and resolve documentation gaps. Communicate with internal clients to request additional information or clarification when needed. Support the onboarding and training of new team members through team-specific guidance. Participate in ongoing and specialized training related to assigned products and programs. Prepare reports and complete additional tasks as assigned by the Program Manager. Requirements: University degree in a related field or equivalent combination of education and experience. At least 2 years of customer service experience; experience in the medical, pharmaceutical, or insurance industry is a strong asset. Fluency in both English and French, with excellent written and verbal communication skills. Strong organizational skills and exceptional attention to detail, particularly when handling sensitive patient and medical information. Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint. Strong communication and interpersonal skills, including professional telephone etiquette when interacting with patients, healthcare professionals, and internal stakeholders. Ability to interpret medical documentation and familiarity with medical terminology are assets. Previous experience in a call center environment is an advantage. Strong time-management and prioritization skills, with the ability to multitask and meet competing deadlines. Accuracy and discretion when processing confidential information and following established procedures. Flexibility to work any 8-hour shift scheduled between 8:00 a.m. and 8:00 p.m. Benefits: Annual salary range: CAD $43,400–$67,980. Medical, dental, and vision coverage. Comprehensive wellness resources supporting physical, emotional, financial, and social well-being. Family support programs, which may include backup dependent care, adoption assistance, infertility coverage, and family-building resources. Behavioral health support. Paid parental leave and paid caregiver leave. Training programs and professional development resources. Mentorship opportunities and employee resource groups. Opportunities to participate in volunteer activities. Full-time remote work arrangement within Canada.