Senior Caseworker, Bilingual

Job Description

We are seeking a Senior Caseworker to work closely with patients to identify reimbursement coverage options and investigate financial options for those without insurance. The role involves coaching and mentoring team members, managing a larger patient caseload, and acting as a reimbursement expert. Responsibilities include assisting with complex reimbursement, insurance, benefit investigation, and appeal requests. The Senior Caseworker will participate in special projects, provide daily support to Associate Program Managers, and assist management with reports and program tasks. Developing program protocols and SOPs, leading training for new caseworkers, and regularly interacting with insurance companies and healthcare professionals are also key aspects. The role includes assisting patients with clinic and pharmacy selections, generating drug orders, and adhering to company processes. Managing call-center programs, administering case-management protocols, documenting activities, attending training, and reporting adverse events are essential.

Qualifications

1. Minimum of two (2) years experience in customer service; experience in medical, pharmaceutical and/or insurance industry is an asset. 2. Bilingual in French and English: written and verbal is an asset. 3. Highly organized with strong attention to detail. 4. Strong proficiency in Microsoft applications (Outlook, Word, Excel & PowerPoint). 5. Flexibility in working shifts (hours of operation are 8 am - 8pm). 6. Ability to apply critical thinking skills in order to solution problems. 7. A Minimum of 2 years experience working for a patient support program. 8. Experience working in a call center environment an asset. 9. Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients. 10. Proven ability to manage time, set priorities and multi-task in order to meet various competing work deadlines. 11. Minimum University Degree in a related field or equivalent

Benefits

- Medical, dental, and vision care - Comprehensive suite of benefits - Support for working families - Backup dependent care - Adoption assistance - Infertility coverage - Family building support - Behavioral health solutions - Paid parental leave - Paid caregiver leave - Variety of training programs - Professional development resources - Mentorship programs - Employee resource groups - Volunteer activities - Inclusive culture