Caseworker

• Manage assigned projects and/or cases
• Adhere to general company processes
• Implement call-centre programs and provide telephone support to patients, healthcare professionals, and funding bodies
• Support funding and access issues, including private, public, and special access programs
• Support compliance programs
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
• Implement pharmaceutical and biotechnology market research initiatives with physicians, patients, pharmacists, and other allied health professionals
• Make significant volumes of outbound calls as part of patient programs
• Document each activity in program-specific databases
• Attend refresher and specialized training courses
• Provide feedback regarding protocols, databases, processes, and inter-departmental relationships
• Communicate case-management information to managers, pod members, and program-trained colleagues during absences
• Participate in training new caseworkers, including shadowing and call monitoring
• Report all adverse events to assigned units/departments
• Perform other duties and tasks as required

• Identify reimbursement coverage options and investigate financial options for uninsured patients
• Coach and mentor existing team members
• Manage a larger patient caseload than caseworker counterparts
• Act as a reimbursement expert for the assigned caseload territory
• Assist caseworkers with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests
• Participate in special projects assigned by the Program Manager
• Provide daily support to Associate Program Managers
• Assist management with reports and program-related tasks
• Develop program protocols and standard operating procedures for the Caseworker role
• Lead training of new caseworkers, including shadowing and call monitoring
• Interact with insurance companies, physician offices, and healthcare professionals
• Assist patients with clinic and pharmacy selections and schedule appointments
• Generate drug orders and fax required information to pharmacies and related parties
• Provide telephone support for patients, healthcare professionals, and funding bodies
• Administer 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
• Communicate case-management updates during absences
• Report adverse events to assigned units/departments
• Perform other duties as required

Senior Caseworker

• Assist reimbursement processes to enable timely, accurate, and consistent handling of coverage-related requests across customer operations and patient support workflows
• Coordinate benefits-related documentation, case updates, follow-up activities, and reimbursement support communications to advance case progression
• Resolve routine reimbursement issues, documentation gaps, and workflow exceptions to reduce delays and support access-related outcomes
• Maintain accurate case records, reimbursement documentation, and system updates to support operational visibility, reporting readiness, and workflow control
• Monitor reimbursement trends, recurring issues, and escalation indicators to support proactive issue resolution and service continuity
• Work with internal and external stakeholders to align communications, clarify reimbursement requirements, and support case resolution
• Contribute to process improvements, workflow updates, and operational readiness efforts that strengthen scalable and future-oriented reimbursement support services

• Manage assigned projects and/or patient cases within the Specialty Services Department
• Provide telephone support to patients, healthcare professionals, and funding bodies
• Address funding and access issues, including private, public, and special access programs, and compliance programs
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
• Implement pharmaceutical and biotechnology-related market research initiatives with physicians, patients, pharmacists, and other health professionals
• Make significant amounts of outbound calls for patient programs
• Document each activity in the program-specific database
• Attend refresher training and specialized product training
• Provide feedback on protocols, databases, processes, and inter-departmental relationships
• Communicate case-management information to managers, pod members, and program-trained colleagues during planned absences
• Participate in training new caseworkers, including shadowing and call monitoring
• Report all adverse events to assigned units/departments
• Perform other duties and tasks as assigned