Bilingual Caseworker (12 Month Contract) in Quebec City at Innomar Strategies

Date Posted: 4/30/2021

Job Snapshot

Job Description


Reporting to the Program Manager, the Caseworker is responsible for undertaking the management of specific projects or cases assigned to him/her, within the Specialty Services Department. The Caseworker is responsible for overall management of their patient cases.


  • The management of the assigned projects and/or cases.
  • Adherence to the general company processes.
  • Telephone support:
    • Implementing call-centre programs including the provision of patient, healthcare professional and funding bodies with telephone support. Current assistance lines focus on:
      • funding and access issues, including private, public and special access programs;
      • compliance programs
      • administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;
      • implementing pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists or other allied health professionals;
      • all patient programs are based on casework methods and include a significant amount of out-bound calls.
  • Document each activity in program specific database.
  • Participate and attend on-going refresher training and in specialized training courses for specific products or programs as deemed appropriate by the manager.
  • Provide feedback regarding current protocols, database, processes, and inter-departmental relationships.
  • Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences.
  • With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring.
  • The Caseworker will also be assigned other duties and tasks as required from time to time.

Job Requirements


  • Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education.
  • A minimum of one (1) year experience in customer service
  • Bilingual (French/ English)
  • Ability to multitask
  • Attention to detail
  • Strong Problem solving skills
  • Experience in the medical and pharmaceutical field is an asset.
  • Working knowledge of Word, Excel and Outlook


  1. Advanced knowledge of pharmaceutical distribution industry
  2. Working knowledge of automated warehouse operating system
  3. Strong business and financial acumen
  4. Strong analytical and mathematical skills
  5. Ability to communicate effectively both orally and in writing
  6. Effective interpersonal and leadership skills
  7. Effective organizational skills; attention to detail
  8. Ability to consistently meet deadlines
  9. Excellent problem-solving skills; ability to resolve issues effectively and efficiently
  10. Excellent presentation skills
  11. Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs