Bilingual Caseworker Support Associate

CanadaRemoteFull-timemid

Social WorkerSocial Work & Care

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Quick Summary

Overview

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

Technical Tools

Social WorkerSocial Work & Care

This is an excellent opportunity for a bilingual customer service professional to contribute to patient support programs within the healthcare and pharmaceutical sectors. In this role, you will help ensure patient records and medical documentation are accurately processed, organized, and maintained. You will work with information from patients, healthcare professionals, clinics, and field nurses to support patient assistance and medication safety programs. Your responsibilities will include reviewing clinical documents, updating patient databases, identifying reportable safety events, and coordinating follow-ups. Working closely with internal teams and healthcare stakeholders, you will help maintain reliable information flows and high standards of service. This full-time remote position is suited to a detail-oriented professional who thrives in a structured, collaborative, and patient-focused environment.

Sort, review, and process incoming patient documentation, including insurance information, enrollment forms, prescriptions, and other relevant records.
Review patient information in internal databases, verify accuracy against client requirements, and enter relevant data such as test results and prescription details.
Interpret documentation received from physicians' offices, clinics, and other healthcare providers, including medical directives, consultation notes, and test results.
Identify and report adverse events and other reportable safety information, including cases associated with product complaints or medical information inquiries, in accordance with established protocols and standard operating procedures.
Document pharmacovigilance activities accurately in program-specific databases.
Attach post-injection and post-infusion reports to patient records to support patient assistance and drug safety program requirements.
Review injection and infusion reports to identify potential adverse events and ensure appropriate reporting.
Forward reports to physicians' offices by fax when required.
Update patient files with upcoming injection or infusion appointment dates.
Follow up with field nurses to obtain missing or incomplete reports and resolve documentation gaps.
Communicate with internal clients to request additional information or clarification when needed.
Support the onboarding and training of new team members through team-specific guidance.
Participate in ongoing and specialized training related to assigned products and programs.
Prepare reports and complete additional tasks as assigned by the Program Manager.

Requirements

~1 min read

University degree in a related field or equivalent combination of education and experience.
At least 2 years of customer service experience; experience in the medical, pharmaceutical, or insurance industry is a strong asset.
Fluency in both English and French, with excellent written and verbal communication skills.
Strong organizational skills and exceptional attention to detail, particularly when handling sensitive patient and medical information.
Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
Strong communication and interpersonal skills, including professional telephone etiquette when interacting with patients, healthcare professionals, and internal stakeholders.
Ability to interpret medical documentation and familiarity with medical terminology are assets.
Previous experience in a call center environment is an advantage.
Strong time-management and prioritization skills, with the ability to multitask and meet competing deadlines.
Accuracy and discretion when processing confidential information and following established procedures.
Flexibility to work any 8-hour shift scheduled between 8:00 a.m. and 8:00 p.m.