Gestionnaire de Cas, Bilingue/Bilingual Caseworker

Accountabilities: Manage assigned patient cases and projects while following established procedures, protocols, and program requirements. Provide telephone support to patients, healthcare professionals, and funding organizations regarding healthcare access, reimbursement, private and public programs, special access programs, and compliance initiatives. Apply case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, treatment adherence, and monitoring of treatment interruption or discontinuation. Coordinate with primary healthcare providers and other healthcare professionals to support effective case management and continuity of care. Conduct a significant volume of outbound calls and document every case-related activity accurately in the appropriate program database. Participate in pharmaceutical and biotechnology-related market research initiatives involving physicians, patients, pharmacists, and other allied healthcare professionals. Report adverse events promptly to the appropriate internal departments and follow required reporting procedures. Participate in ongoing refresher training and specialized training for specific products, programs, or processes. Provide constructive feedback on protocols, databases, processes, and cross-functional relationships to support continuous improvement. Communicate clearly with managers and trained colleagues regarding case status and required follow-up during planned absences. Support the onboarding and development of new caseworkers through activities such as call shadowing and call monitoring. Take on additional duties and responsibilities as required to support program and team objectives. Requirements At least 1 year of customer service experience, ideally in a healthcare, medical, pharmaceutical, or patient-support environment. Fluency in both French and English is required, with the ability to communicate effectively with English-speaking customers, patients, and cross-functional colleagues. Post-secondary education in business administration, accounting, sales, marketing, computer science, or a related discipline, or an equivalent combination of education and experience. Strong ability to manage multiple priorities and tasks while maintaining accuracy and attention to detail. Excellent problem-solving, analytical, and critical-thinking skills, with the ability to resolve issues efficiently and effectively. Strong written and verbal communication skills, including the ability to explain information clearly to different audiences. Effective interpersonal and collaboration skills, with the ability to work constructively with patients, healthcare professionals, managers, and colleagues. Strong organizational and time-management abilities, including a consistent ability to meet deadlines. Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and other common Office applications. Knowledge of the pharmaceutical distribution or healthcare industry is an asset. Experience with medical or pharmaceutical services is an asset. Ability to work independently while following established protocols, maintaining confidentiality, and exercising sound judgment. Strong presentation skills and the ability to communicate professionally in a patient-focused environment. Benefits Full-time position with a remote work arrangement in Canada. Opportunity to contribute to patient and healthcare professional support programs with meaningful real-world impact. Comprehensive health and wellness-oriented benefits, including medical, dental, and vision coverage. Programs supporting physical, emotional, financial, and social well-being. Family-focused benefits that may include parental and caregiver leave, dependent-care support, adoption assistance, and family-building resources. Access to professional development, training, mentorship, employee resource groups, and volunteer opportunities. A collaborative environment that encourages continuous learning and professional growth. Supportive work culture focused on inclusion, development, and employee well-being.