Gestionnaire de Cas/Bilingual Caseworker in Canada Creek, Nova Scotia at Jobgether

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.

• 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.

• 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.