Caseworker - Bilingual - French

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

This role plays a key part in supporting patient access programs and healthcare coordination services within a dynamic pharmaceutical support environment. You will act as a primary point of contact for patients, healthcare professionals, and funding bodies, helping ensure timely access to treatments and accurate case management throughout the patient journey. The position involves a high volume of inbound and outbound communication, requiring both empathy and precision in handling sensitive health-related information. You will manage end-to-end case workflows, from intake and documentation to follow-ups and compliance monitoring. Working in a structured but fast-paced setting, you will collaborate closely with internal teams and external stakeholders to support therapy access and continuity of care. This is a mission-driven role where your work directly contributes to improving patient outcomes across Canada.

In this role, you will manage patient support cases and ensure accurate coordination across healthcare programs and stakeholders:

• Manage assigned patient support cases and programs from initiation through resolution, ensuring adherence to established protocols
• Provide telephone-based support to patients, healthcare professionals, and funding agencies regarding access, reimbursement, and program navigation
• Conduct outbound and inbound calls as part of structured patient support and pharmaceutical assistance programs
• Document all case activities accurately in program-specific databases and systems
• Monitor patient progress, including therapy adherence, treatment disruptions, discontinuations, and adverse event reporting
• Liaise with healthcare providers and internal teams to ensure continuity of care and compliance with program requirements
• Participate in training sessions and ongoing development related to pharmaceutical programs and processes
• Support onboarding and mentoring of new caseworkers through shadowing and call monitoring when required
• Communicate effectively with managers and team members regarding case status and coverage during absences
• Contribute feedback to improve processes, workflows, and system efficiency

Requirements:

To succeed in this role, you bring strong communication skills, attention to detail, and the ability to manage sensitive healthcare-related cases:

• 1+ year of experience in customer service, call center, healthcare support, or pharmaceutical environment preferred
• Post-secondary education in business, administration, healthcare, or related field (or equivalent experience)
• Bilingual proficiency in French and English (required for effective communication with diverse stakeholders)
• Strong multitasking abilities with excellent attention to detail and organizational skills
• Comfortable handling high-volume inbound and outbound calls in a structured environment
• Strong problem-solving skills with the ability to manage sensitive or complex situations
• Familiarity with Microsoft Office tools (Word, Excel, Outlook)
• Strong interpersonal and communication skills, both written and verbal
• Ability to work independently while following strict processes and compliance requirements
• Experience in pharmaceutical or healthcare-related environments is considered an asset

Benefits:

• Annual salary range: $41,800 – $64,350 CAD
• Comprehensive health benefits including medical, dental, and vision coverage
• Support for mental, emotional, and financial wellbeing programs
• Paid parental leave and caregiver support benefits
• Training and professional development programs
• Opportunities for mentorship and internal career growth
• Flexible support programs for working families, including dependent care assistance
• Inclusive and collaborative work environment focused on healthcare impact
• Employee engagement initiatives, volunteer opportunities, and wellness resources