Gestionnaire de Cas, Bilingue/Bilingual Caseworker

Jobgether SRL; United States; Remote; USD 43,000 - 68,000; Full time

Benefits offered by this job

Remote work in Canada

Health, dental, and vision benefits

Well-being programs

Parental and caregiver leave

Dependent-care support

Adoption assistance

Professional development

Job summary

Jobgether SRL is hiring for a full-time, remote customer support and case-management role focused on healthcare programs. The position requires French/English bilingual communication, healthcare knowledge, and strong organizational skills.

You will handle patient cases, provide caller support to patients and providers, and participate in training and process improvement. The role emphasizes outbound outreach, accurate data entry, and collaboration with cross-functional teams to ensure program

Qualifications

• 1+ year of customer service experience in healthcare or related field.
• Fluent in French and English with strong communication skills.
• Post-secondary education in business admin, accounting, sales, marketing, CS, or related field.
• Ability to multitask with high attention to detail.
• Strong problem-solving, analytical and collaborative skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Manage assigned patient cases and projects following procedures, protocols and program requirements.
• Provide telephone support to patients, healthcare professionals, and funding organizations regarding access, reimbursement and compliance.
• Apply case-management protocols including monitoring, follow-up, adherence and monitoring of interruptions.
• Coordinate with primary healthcare providers and other professionals to support case management and continuity of care.
• Conduct outbound calls and document activities in the program database.
• Participate in market research initiatives involving physicians, patients, pharmacists and other healthcare professionals.
• Report adverse events promptly to internal departments and follow reporting procedures.
• Participate in refresher and specialized product/program training.
• Provide feedback on protocols, databases, processes and cross-functional relationships.
• Communicate status and follow-up requirements to managers and colleagues during planned absences.
• Support onboarding and development of new caseworkers through shadowing and monitoring.
• Take on additional duties to support program and team objectives.

Job description

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.