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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1