Accountabilities:

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