Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Bilingual Caseworker managing assigned projects and providing telephone support in healthcare. Responsible for adherence to case-management protocols and communication with healthcare providers.
Responsibilities
- 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.
- Responsible to report all Adverse Events to the assigned units/departments
- The Caseworker will also be assigned other duties and tasks as required from time to time
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) an asset
- 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
- Advanced knowledge of pharmaceutical distribution industry
- Working knowledge of automated warehouse operating system
- Strong business and financial acumen
- Strong analytical and mathematical skills
- Ability to communicate effectively both orally and in writing
- Effective interpersonal and leadership skills
- Effective organizational skills; attention to detail
- Ability to consistently meet deadlines
- Excellent problem-solving skills; ability to resolve issues effectively and efficiently
- Excellent presentation skills
- Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
Job title
Job type
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