Caseworker

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Caseworker based in Canada.

As a Caseworker, you will support patient and healthcare professional programs across Canada, helping people navigate access, funding, treatment, and compliance-related <needs.You> will manage assigned cases from initial contact through ongoing follow-up, combining compassionate communication with accurate case documentation.The role involves frequent outbound and inbound calls with patients, healthcare professionals, pharmacists, and funding <organizations.You> will apply established protocols, monitor cases, collect relevant information, and escalate important events such as adverse reactions when required.Working in a structured, collaborative environment, you will use databases and Microsoft Office tools to keep information accurate and up to <date.You> will also contribute to process improvements, training activities, and the effective delivery of specialized healthcare programs.This is an opportunity to make a meaningful difference while developing expertise in patient services, case management, and the pharmaceutical sector.

Accountabilities

Case Management: Manage assigned projects and patient cases in accordance with established protocols, company processes, and program requirements.

Patient & Provider Support: Provide telephone assistance to patients, healthcare professionals, pharmacists, and funding organizations regarding funding and access issues, private and public programs, special access programs, and compliance initiatives.

Clinical Follow-Up: Conduct ongoing patient follow-up, clinical monitoring, data collection, compliance tracking, and monitoring of therapy disruptions or discontinuations.

Healthcare Coordination: Liaise with primary healthcare providers and relevant stakeholders to support effective case management and continuity of care.

Market Research: Participate in pharmaceutical and biotechnology market research initiatives involving physicians, patients, pharmacists, and other healthcare professionals.

Documentation: Accurately document every case activity in program-specific databases and maintain complete, reliable records.

Adverse Event Reporting: Identify and report adverse events to the appropriate internal teams or designated departments in accordance with applicable protocols.

Communication & Continuity: Keep managers, team members, and program-trained colleagues informed about case status and ensure effective handovers during planned absences.

Training & Knowledge Sharing: Participate in refresher and specialized training programs and support the onboarding of new Caseworkers through activities such as shadowing and call monitoring.

Process Improvement: Provide constructive feedback on protocols, databases, processes, and interdepartmental collaboration to help improve program delivery.

Additional Responsibilities: Take on other duties and tasks as assigned according to program and business needs.

Requirements

Education: Two-year post-secondary education or equivalent combination of education and experience, ideally in business administration, accounting, sales, marketing, computer science, or a related field.

Customer Service: At least 1 year of customer service experience, ideally in a setting requiring frequent telephone interaction and detailed case management.

Healthcare Experience: Previous experience in the medical or pharmaceutical sector is an asset, as is knowledge of pharmaceutical distribution.

Language Skills: French and English bilingualism is an asset, particularly for supporting diverse stakeholders across Canada.

Technical Skills: Working knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and other Microsoft Office applications.

Analytical Skills: Strong analytical and mathematical abilities, with the capacity to interpret information accurately and make sound decisions.

Problem Solving: Excellent problem-solving skills and the ability to resolve issues effectively and efficiently while following established protocols.

Organization: Strong organizational skills, attention to detail, and the ability to manage multiple priorities while consistently meeting deadlines.

Communication: Excellent verbal and written communication skills, with the ability to interact professionally with patients, healthcare providers, funding organizations, colleagues, and managers.

Interpersonal Skills: Effective interpersonal and leadership capabilities, with the ability to collaborate across teams and contribute positively to a professional environment.

Presentation Skills: Strong presentation and communication abilities for training, knowledge-sharing, and stakeholder interactions.

Multitasking: Ability to manage several cases, requests, and priorities simultaneously while maintaining accuracy and service quality.

Industry Knowledge: Familiarity with automated warehouse operating systems and strong business and financial acumen are assets.

Benefits

Salary: CAD $39,552–$66,847 per year, depending on qualifications, experience, and other applicable factors.

Healthcare Coverage: Comprehensive medical, dental, and vision benefits.

Wellness Support: Resources supporting physical, emotional, financial, and social wellbeing.

Family Support: Programs that may include backup dependent care, adoption assistance, infertility coverage, family-building support, behavioral health resources, paid parental leave, and paid caregiver leave.

Professional Development: Access to training programs, professional development resources, and mentorship opportunities.

Employee Resource Groups: Opportunities to participate in employee resource groups and community-focused initiatives.

Volunteer Opportunities: Programs supporting employees who want to contribute to charitable and community activities.

Remote Work: Remote opportunities available across multiple Canadian provinces, including Ontario, British Columbia, Alberta, Manitoba, New Brunswick, and others.

Inclusive Workplace: Commitment to an inclusive, accessible, and equal-opportunity working environment.

Full-Time Position: Permanent full-time employment associated with an existing vacancy.