Caseworker - 12-month contract

About the Role

Day-to-day responsibilities will include the implementation of call-centre programs, administration of case-management protocols, and participation in ongoing refresher training. The ideal candidate will have a broad training background in fields such as business administration, accountancy, sales, marketing, or computer sciences, along with a minimum of one year of experience in customer service.

The successful candidate will be part of a team that values innovation and is committed to improving the lives of people and animals everywhere. The role involves working closely with various stakeholders, including patients, healthcare professionals, and internal teams, to ensure seamless service delivery and compliance with regulatory requirements.

What You Will Do

• Manage assigned projects and cases with adherence to general company processes
• Provide comprehensive telephone support, including addressing funding and access issues, compliance programs, and market research initiatives
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, and ongoing patient follow-up
• Implement pharmaceutical and biotechnology-related market research initiatives
• Document each activity in program-specific databases
• Participate in ongoing refresher training and specialized training courses for specific products or programs
• Provide feedback on current protocols, database, processes, and inter-departmental relationships
• Clear communication to manager, pod, and program-trained colleagues regarding case management during foreseen absences
• Participate in the training process of new caseworkers
• Report all Adverse Events to the assigned units/departments

What We Are Looking For

• Broad training in fields such as business administration, accountancy, sales, marketing, or computer sciences
• A minimum of one year of experience in customer service
• Ability to multitask and attention to detail
• Strong problem-solving skills
• Experience in the medical and pharmaceutical field (an asset)
• Working knowledge of Word, Excel, and Outlook
• Advanced knowledge of the pharmaceutical distribution industry (an asset)
• Strong business and financial acumen
• Ability to communicate effectively both orally and in writing
• Effective interpersonal and leadership skills

Nice to Have

• Bilingual (French/English)
• Experience with automated warehouse operating systems
• Knowledge of Microsoft PowerPoint and other Office Programs
• Previous experience in a call-centre environment

Benefits and Perks

• Competitive compensation package
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness
• Support for working families, including backup dependent care, adoption assistance, and paid parental leave
• Opportunities for professional growth and development
• Remote work arrangements with necessary tools and equipment provided
• Access to a comprehensive training program for continuous skill development
• Recognition and reward programs for outstanding performance

• Ensure your resume and cover letter highlight relevant customer service experience and skills in Microsoft Office, particularly Excel.
• Prepare examples of times when you had to multitask, solve problems, and communicate effectively in a fast-paced environment.
• Familiarize yourself with the pharmaceutical industry, especially the distribution sector, to show your interest and willingness to learn.
• Practice your telephone support skills, as this will be a significant part of the role.
• Be prepared to discuss your experience with case management systems and how you have handled sensitive or confidential information in the past.
• Show enthusiasm for the company's mission and how you can contribute to creating healthier futures.
• Prepare questions to ask during the interview, such as opportunities for professional development and the company culture.