Bilingual Senior Caseworker - PSP, Quebec

Are you looking for the chance to work 100% from home while utilizing your organizational, collaboration, and patient-service skills? Do you want to join a leader in the Canadian healthcare industry and support patients to ensure they can get the specialty medications they require to live a better life?

In this critical healthcare coordination role, you are more than just a point of contact; you are a lifeline for patients navigating complex medical funding. In this elevated Caseworker position, you will act as a subject matter expert, managing a premium caseload, troubleshooting complex reimbursement barriers, and helping to coach, mentor, and train fellow team members. If you bring a blend of clinical professionalism, administrative acumen, and deep empathy, we want to meet you.


Status: Permanent, Full-time
Location: 100% Remote (Must reside in Quebec, Canada)
Schedule: Monday to Friday, 8-hour shifts (Shifts fall between 8:00 AM and 8:00 PM EST)
Salary: $50,000 to $55,000 / year ($25.64 to $28.21 / hour)

Advantages
100% Work-From-Home permanent corporate opportunity.

Financial Security: RSP matching program, stock purchase plans, and competitive annual performance bonuses.

Comprehensive Benefits: Access to full medical, dental, and vision packages.

Paid Time Off: 3 weeks of paid vacation, plus dedicated sick and wellness days.

Premium Wellness Support: Extensive physical, mental, and family care solutions (including backup dependent care and paid parental leave).

Equipment Provided: All home office hardware and tech tools are shipped directly to you.

Responsibilities
Reimbursement & Case Expertise: Serve as the territory expert on complex insurance, funding, and special authorization requests. You will investigate financial options for patients without coverage and handle a larger, more critical caseload.

Patient Support & Care Coordination: Help patients choose clinics and pharmacies, schedule appointments, and coordinate their medication orders seamlessly.

High-Volume Phone Engagement: Provide compassionate telephone support by making outbound calls to patients, doctors, and insurance companies to guide them through funding barriers and treatment compliance.

Clinical Tracking & Compliance: Strictly follow program protocols to monitor patient therapies, track disruptions, file mandatory adverse event reports, and accurately log every detail in our CRM database.

Team & Management Support: Mentor team members on complex files, assist with onboarding new hires, and collaborate with Program Managers on daily reports, administrative tasks, and program updates.

Qualifications
Education: Minimum University Degree in a related field, or equivalent experience.

PSP Experience: Minimum of 2+ years of recent experience working within a Patient Support Program (PSP) as a Patient Caseworker, Pharma Reimbursement Specialist, or Patient Coordinator.

Customer Service: Minimum of 2+ years of experience in customer service (experience in medical, pharmaceutical, high-volume call center, or insurance industries is required).

Language Requirement: Fluent professional bilingualism (English/French, oral and written). This role requires bilingualism to serve a national patient base and collaborate with stakeholders outside of Quebec.

Language Requirement: Fluent professional bilingualism in English and French (written and verbal) is required to confidently support our national patient base and stakeholders.

Technical Savvy: Strong proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and a proven ability to learn new software and CRM databases (e.g., Salesforce) quickly.

Core Competencies: Strong business and financial acumen, analytical thinking, and outstanding problem-solving skills for resolving complex insurance cases.

Soft Skills: Exceptional active listening, empathy, time management, and a highly collaborative, team-first mindset.

Summary
This is your opportunity to become the face of excellence for a Canadian healthcare leader. If you possess a strong sense of clinical professionalism and know how to navigate complex administration with deep empathy, apply today to help us create healthier futures.


Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.