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Posted: 10/14/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in case management protocols, including patient follow-up, compliance monitoring, and adverse-event reporting, while effectively communicating with healthcare professionals and managing customer service inquiries. Proficient in utilizing Microsoft Office tools and adhering to pharmaceutical industry standards.
Highest-signal resume keywords
Bilingual (French/English)Customer Service ExperienceCase Management ProtocolsPharmaceutical Distribution KnowledgeStrong Problem-Solving Skills
About the role
Key responsibilities & impact- Manage assigned projects and/or cases
- Adhere to general company processes
- Provide telephone support for patients, healthcare professionals, and funding bodies
- Support funding and access issues, including private, public, and special access programs
- Support compliance programs
- Administer and follow case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse-event reporting, and liaison with primary healthcare providers
- Implement pharmaceutical and biotechnology market research initiatives
- Make outbound calls as part of patient programs
- Document activities in program-specific databases
- Attend refresher and specialized training courses
- Provide feedback on protocols, databases, processes, and interdepartmental relationships
- Communicate case status clearly to managers, pods, and trained colleagues during absences
- Participate in training new caseworkers, including shadowing and call monitoring
- Report adverse events to assigned units/departments
- Perform additional duties and tasks as assigned
- Provide first-point-of-contact support for HR-related calls, emails, and customer requests
- Record requests, communicate resolutions, update case-management records, and follow up with customers
- Process basic administration and transaction approvals, enter data, verify documents, scan documents, and manage forms
- Escalate complex cases to level 2 specialists or level 3 COE representatives
- Meet performance measures for call resolution, response speed, case response, and case/call quality
Requirements
What you’ll need- Completion of a two-year associate's degree program or equivalent combination of experience and education
- Minimum of one (1) year experience in customer service
- Bilingual (French/English) required
- 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 the pharmaceutical distribution industry
- Working knowledge of automated warehouse operating systems
- 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
- Ability to consistently meet deadlines
- Excellent presentation skills
- Knowledge of Microsoft Word, Excel, PowerPoint and other Office programs
- Ability to have daily contact with unilingual English-speaking customers, patients, or cross-functional peers
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementData CollectionAdverse-Event ReportingCompliance MonitoringMarket Research InitiativesMathematical SkillsDocumentationPerformance MeasurementMultitaskingAttention to Detail
Soft Skills
Effective CommunicationInterpersonal SkillsLeadership SkillsOrganizational SkillsPresentation Skills
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointAutomated Warehouse Operating Systems
Industry Keywords
Pharmaceutical IndustryHealthcareCustomer SupportCompliance ProgramsFunding and Access Issues