Bilingual Caseworker – French

Role Overview

• The management of the assigned projects and/or cases
• Adherence to the general company processes
• Implementing call-centre programs including the provision of patient, healthcare professional and funding bodies with telephone support
• Current assistance lines focus on funding and access issues, including private, public and special access programs; compliance programs
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers
• Implementing pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists or other allied health professionals
• All patient programs are based on casework methods and include a significant amount of out-bound calls
• Document each activity in program specific database
• Participate and attend on-going refresher training and in specialized training courses for specific products or programs as deemed appropriate by the manager
• Provide feedback regarding current protocols, database, processes, and inter-departmental relationships
• Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences
• With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring
• Responsible to report all Adverse Events to the assigned units/departments
• The Caseworker will also be assigned other duties and tasks as required from time to time

Requirements

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education
• A minimum of one (1) year experience in customer service
• Bilingual (French/ English) is required
• Ability to multitask
• Attention to detail
• Strong problem solving skills
• Experience in the medical and pharmaceutical field is an asset
• Advanced knowledge of pharmaceutical distribution industry
• Working knowledge of automated warehouse operating system
• Strong business and financial acumen
• Strong analytical and mathematical skills
• Ability to communicate effectively both orally and in writing
• Effective interpersonal and leadership skills
• Effective organizational skills; attention to detail
• Ability to consistently meet deadlines
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently
• Excellent presentation skills
• Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs

Benefits

• medical, dental, and vision care
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• training programs
• professional development resources
• mentorship programs