Gestionnaire de Cas/Bilingual Caseworker

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Gestionnaire de Cas/Bilingual Caseworker based in Canada. This role provides essential case management and customer support within a healthcare and pharmaceutical services environment. You will serve as a first point of contact, helping customers, employees, dependents, and other stakeholders resolve questions and navigate processes effectively. The position combines customer service, case documentation, administrative processing, research, and problem-solving. You will manage cases from initial inquiry through resolution while maintaining clear communication and accurate records. The role also involves collaborating with internal specialists and cross-functional teams when more complex cases require escalation. Success requires strong organization, attention to detail, communication skills, and the ability to manage multiple priorities in a structured environment. This is a full-time remote opportunity available in Quebec and Ontario, with a strong focus on service quality and operational accuracy.

Serve as a primary point of contact for calls, emails, and customer inquiries, responding to questions, resolving issues, and addressing requests related to HR processes and systems. Record customer questions and requests, document resolutions, and maintain accurate case records using case management tools. Follow up with customers and conduct additional research when necessary to resolve outstanding requests. Maintain regular communication with customers throughout the resolution process, providing updates on case progress and outcomes. Provide accurate, consistent, and timely responses to routine questions concerning processes, systems, and policies that require limited research. Complete basic administrative processing, transaction approvals, data entry, and verification of required documentation. Guide customers and employees toward available company tools and self-service resources to help them resolve routine questions independently. Escalate complex cases requiring additional interpretation or specialized expertise to the appropriate higher-level specialist or center of expertise. Manage incoming and outgoing forms, information, and other documentation, including document scanning. Develop a strong understanding of customer needs and proactively identify potential issues or additional information customers may need to successfully complete their tasks. Monitor and meet key performance indicators related to call resolution, response times, case responsiveness, and the quality of cases and customer interactions. Complete additional HR-related tasks and projects as assigned. Work effectively with customers, patients, and cross-functional colleagues, including individuals who communicate exclusively in English. Requirements Post-secondary education or broad training in areas such as business administration, accounting, sales, marketing, computer science, or a related field, typically equivalent to a two-year diploma program or a combination of relevant education and experience. Minimum of 1 year of customer service experience . Bilingual proficiency in French and English is required , with strong oral and written communication skills. Ability to communicate effectively with unilingual English-speaking customers, patients, and cross-functional colleagues. Strong multitasking and prioritization abilities, with the capacity to manage several requests and cases simultaneously. Excellent attention to detail and strong organizational skills. Strong analytical and problem-solving abilities, with a focus on resolving issues effectively and efficiently. Ability to consistently meet deadlines and established performance expectations. Strong interpersonal and leadership skills, with a professional and customer-focused approach. Excellent presentation and communication skills. Working knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and other Microsoft Office applications. Strong business and financial acumen, analytical and mathematical skills, and an ability to understand operational processes. Knowledge of the pharmaceutical distribution industry is an asset. Experience in the medical or pharmaceutical field is an asset. Working knowledge of automated warehouse operating systems is an asset. Benefits Full-time employment. Remote work opportunity in Quebec or Ontario, Canada . Medical, dental, and vision coverage. Comprehensive wellness resources supporting physical, emotional, financial, and social well-being. Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, and family-building support. Behavioral health resources. Paid parental leave and paid caregiver leave. Access to training programs and professional development resources. Mentorship opportunities. Employee Resource Groups and opportunities to participate in volunteer activities. Inclusive and accessible employment environment. Opportunities to contribute to services supporting patients, healthcare professionals, and the broader healthcare ecosystem.

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