About the role

Bilingual Case Coordinator managing patient cases and communications within healthcare services. Ensuring compliance and high-quality service delivery while supporting patient and stakeholder interactions.

Responsibilities

Manage assigned patient cases and/or projects, ensuring timely, compliant, and high‑quality service delivery in accordance with organizational policies and case management processes.
Coordinate effectively with patients, physicians’ offices, laboratories, and internal/external stakeholders to support smooth initiation and ongoing maintenance of services.
Review, analyze, validate, and document patient and healthcare provider information, maintaining accurate, complete, and up‑to‑date case records while ensuring strict confidentiality.
Accurately receive, document, and report Adverse Events in line with organizational protocols and guidelines.
Provide professional inbound and outbound telephone support, maintaining clear, consistent communication and addressing inquiries or concerns from stakeholders.
Perform administrative and data entry duties, including preparation and review of written materials (letters, invoices, reports, and presentations) and management of correspondence, files, and records.
Organize, file, scan, copy, fax, and maintain office documents to support efficient workflow and easy retrieval.
Contribute feedback to improve patient and stakeholder experience and participate in ongoing product and process training.
Available to work rotating shifts Monday through Friday between 8:00 AM and 8:00 PM EST.

Education: Post-secondary education in related field is required.
Experience: Minimum of 1 year of experience in client service within a busy health care environment.
Experience in a high call volume call center is an asset.
Experience in the pharmaceutical field is an asset.
Previous experience in case management is an asset.
Skills: Proven excellence in customer service-related tasks.
Exceptional organizational skills and strong attention to detail.
Demonstrated prioritization skills and ability to multi-task to meet tight deadlines.
Strong problem-solving skills and comfortable working with some autonomy.
Comfortable working with computers and technology, specifically the Microsoft Office suite of products.
Effective interpersonal skills with a positive demeanor under varying stress levels.
English proficiency is required for this position to effectively communicate with internal and external stakeholders.
Bilingualism (French and English) required.

Epic Work-Life Balance: Flexible work options because we value your time and well-being.
Growth Opportunities: Committed to fostering a culture of growth, where every team, member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
Vibrant Culture: Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.
Attractive Compensation: Competitive salary, incentive program, and comprehensive benefits package.