Bilingual Nurse Case Manager supporting Canadian patients with therapy access, adherence, and case management. Coordinating providers, pharmacies, clinics, and funding through Innomar Strategies.
About the role
- Bilingual escalations associate resolving complex delivery and service concerns for Best Buy Canada. Investigating cases, coordinating solutions, and improving customer experience.
Responsibilities
- Investigate and resolve complex customer escalations through a customer-centric approach
- Act as a liaison between customers, stores, distribution centers, delivery partners, and corporate teams to coordinate resolutions
- Manage escalated concerns received through customer care, leadership teams, social media, regulatory bodies, and other escalation channels
- Conduct root cause analysis and determine appropriate corrective actions
- Provide timely, professional, and accurate updates to customers and internal stakeholders
- Maintain detailed and accurate case documentation in applicable systems
- Monitor and follow up on open cases daily to ensure resolution within established service standards
- Collaborate with business partners to develop effective solutions balancing customer needs and business requirements
- Identify recurring customer pain points and recommend process improvements
- Handle sensitive customer information in accordance with privacy, security, and regulatory requirements
Requirements
- Bilingual French and English proficiency, verbal and written, required
- Minimum 3 years of customer service experience in a fast-paced environment
- Minimum 2 years of experience handling customer escalations and complex issue resolution
- Strong investigative, analytical, and problem-solving abilities
- Exceptional organizational skills with proven follow-up and case management experience
- Ability to communicate effectively with customers, senior leadership, and cross-functional teams
- Strong attention to detail with accurate documentation and record-keeping skills
- Intermediate to advanced proficiency in Microsoft Office applications and case management systems
- Ability to work independently, prioritize multiple tasks, and adapt to changing business needs
- Post-secondary education in Business Administration, Office Administration, or a related field is considered an asset
Benefits
- Employee discounts on tech and appliances
- Competitive compensation and benefits
- Training programs to build new and transferable skills
- Opportunities to expand expertise in customer experience and issue resolution
- Workplace prioritizing safety, well-being, and belonging
- Inclusive, fun, and supportive team environment
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Degree requirement
No Education Requirement
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