Gestionnaire de Cas/Bilingual Caseworker

Accountabilities: Manage assigned cases and projects in accordance with established company procedures, program requirements, and case management protocols. Provide bilingual telephone support to patients, healthcare professionals, and funding organizations regarding treatment access, reimbursement, private and public funding options, special access programs, and compliance initiatives. Conduct proactive outbound calls and ongoing patient follow-ups to monitor treatment progress, identify barriers to access, and help prevent interruptions or discontinuation of therapy. Administer patient support programs by collecting relevant information, monitoring compliance, documenting interactions, and liaising with primary healthcare providers when necessary. Record all activities, communications, and case updates accurately in program-specific databases while maintaining appropriate documentation and confidentiality. Identify, document, and report adverse events to the appropriate internal teams in accordance with established procedures and reporting requirements. Participate in pharmaceutical and biotechnology market research initiatives involving physicians, patients, pharmacists, and other healthcare professionals. Communicate case updates, anticipated absences, and relevant information clearly to managers, team members, and colleagues to ensure continuity of service. Contribute feedback on program protocols, databases, workflows, and interdepartmental collaboration to support continuous improvement. Participate in ongoing refresher training and specialized product or program training, and assist with onboarding new caseworkers through shadowing and call monitoring when required. Take on additional administrative duties and projects as assigned to support the effective delivery of patient and healthcare professional services. Requirements A diploma or equivalent combination of education and experience in business administration, accounting, sales, marketing, computer science, or a related field. A two-year postsecondary program or equivalent experience and education is preferred. At least one year of experience in customer service, client support, case management, or a related field. Fluency in both French and English is required, including the ability to communicate effectively with English-speaking patients, customers, and cross-functional colleagues. Experience in the medical, pharmaceutical, healthcare, or patient support industry is an asset. Strong organizational skills, attention to detail, and the ability to manage multiple cases, priorities, and deadlines simultaneously. Excellent communication and interpersonal skills, with the ability to explain information clearly, respond empathetically to patient needs, and collaborate effectively with healthcare professionals and internal teams. Strong problem-solving and analytical abilities, with sound judgment when handling inquiries, identifying issues, and following established protocols. Proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook; familiarity with PowerPoint and database management tools is an advantage. The ability to maintain accurate records, handle sensitive information responsibly, and follow documentation, compliance, and adverse-event reporting procedures. A proactive, patient-focused approach, with the ability to work independently in a remote environment while maintaining effective communication and teamwork. Benefits Remote work: Work from home in Canada, with the flexibility and convenience of a remote position. Comprehensive healthcare coverage: Access to medical, dental, and vision benefits. Holistic well-being support: Resources designed to support physical, emotional, financial, and social wellness. Family support programs: Potential access to backup dependent care, adoption assistance, infertility coverage, family-building support, paid parental leave, and paid caregiver leave, subject to applicable plan eligibility. Mental health resources: Access to behavioral health solutions and additional well-being support. Professional development: Opportunities to participate in training programs, mentorship initiatives, and career development activities. Inclusive workplace culture: An environment that values diversity, collaboration, accessibility, and equal employment opportunities. Employee engagement: Opportunities to participate in employee resource groups, volunteer activities, and initiatives that encourage connection and professional growth. Meaningful work: The opportunity to contribute to patient support services and help improve access to healthcare treatments and resources.