Case Manager

ManpowerGroup; Oakville; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading workforce solutions company is seeking a Case Manager in Oakville, Ontario. The role involves guiding patients through enrollment and reimbursement navigation. Ideal candidates should have post-secondary education and customer-facing experience in healthcare or similar fields. Strong communication, empathy, and organization skills are essential. This position is a temporary contract lasting 3-6 months, with potential for a permanent role based on performance. Remote work availability will also be considered.

Qualifications

• Customer-facing experience in healthcare, pharmaceutical or insurance settings is a strong asset.
• Understanding of public/private coverage criteria and SA/PA processes is an advantage.
• Ability to work in a quiet workspace with high-speed internet when remote.

Responsibilities

• Ensure complete and compliant patient enrollment;
• Provide telephone assistance to patients and HCPs;
• Manage inbound/outbound calls, email, and fax.

Skills

Outstanding communication

Empathy

Organization

Multi-tasking

Accuracy in data entry

Education

Completion of post-secondary education

Tools

Excel

Word

Outlook

Job description

The (Non-Nurse) Case Manager is the orchestrator of the patient journey. You will guide patients through enrollment, assist with reimbursement navigation and SA/PA paperwork, coordinate with pharmacy and clinic partners, and deliver a consistently warm, timely, and accurate experience—supported by strong documentation and compliance practices.

This position is a 3–6 month temporary contract with the potential to transition into a permanent role based on performance, business needs, and program requirements.

What You’ll Do (Key Responsibilities)

• Enrollment & welcome: Ensure complete and compliant patient enrollment; conduct welcoming outreach and set clear expectations.
• Reimbursement navigation: Provide telephone assistance to patients and HCPs; investigate coverage options, complete/assist with SA/PA forms, and minimize out‑of‑pocket costs through program pathways.
• Liaison & coordination: Serve as a central resource for physicians, nurses, clinics, and pharmacies; provide updates to stakeholders; support site‑specific needs.
• Pharmacy coordination: Align drug coverage and dispensing; troubleshoot billing/filling issues.
• Multi‑channel communication: Manage inbound/outbound calls, email, and fax; perform accurate data entry and general administrative tasks.
• Documentation excellence: Maintain diligent records to ensure continuous care and exceptional patient experience; meet reporting requirements.
• Compliance & quality: Identify and report AEs (as applicable); adhere to privacy requirements, program procedures, Quality Management System standards, and Health & Safety practices.
• Continuous improvement: Participate in ongoing training and quality initiatives; complete other tasks as requested.

What You Bring (Requirements)

• Education: Completion of post‑secondary education or equivalent.
• Experience: Customer‑facing experience in healthcare, pharmaceutical, or insurance settings is a strong asset; proven ability to build trust and deliver exceptional service.
• Coverage awareness: Understanding of public/private coverage criteria and SA/PA processes is an advantage (training provided for the right profile).
• Skills: Outstanding communication, empathy, organization, multi‑tasking, and accuracy in data entry; able to meet deadlines in a fast‑paced, paperless environment.
• Technical: Proficiency in Excel, Word, Outlook, web portals/internet use; comfortable with telephony and remote collaboration tools.
• Remote‑ready: Ability to work in a quiet workspace with high‑speed internet when remote.

Nice to Have

• Bilingual (English/French)—may be required for some programs/regions.
• Prior PSP experience and/or therapeutic‑area familiarity (e.g., oncology, immunology).

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.