Nursing Supervisor leading bilingual patient support programs for Canadian pharmaceutical patients. Coaching nursing teams, managing caseloads, KPIs, quality, and contact - center operations.
About the role
- Bilingual caseworker managing patient-support cases, calls, compliance, and adverse-event reporting. Supporting Cencora’s Canadian pharmaceutical commercialization and healthcare services.
Responsibilities
- Manage assigned projects and/or cases
- Provide telephone support for patients, healthcare professionals, and funding bodies
- Support funding and access issues, including private, public, and special access programs
- Administer and adhere to 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
- Conduct significant outbound calling as part of patient programs
- Document each activity in program-specific databases
- Attend refresher and specialized training courses
- Provide feedback on protocols, databases, processes, and interdepartmental relationships
- Communicate case management information to managers and trained colleagues during absences
- Participate in training new caseworkers, including shadowing and call monitoring
- Report adverse events to assigned units/departments
- Manage HR-related customer inquiries, cases, records, data entry, document verification, and administrative transactions
- Escalate complex cases to appropriate specialists
- Perform document scanning and support documentation processes
- Meet performance metrics for call resolution, response speed, case response, and quality
- Perform other assigned duties and projects
Requirements
- Broad training in business administration, accountancy, sales, marketing, computer sciences or similar fields, generally obtained through a two-year associate's degree program or equivalent combination of experience and education
- Minimum of one (1) year experience in customer service
- Bilingual in Canadian French and English
- 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
- Effective oral and written communication skills
- Strong organizational skills
- Ability to establish and manage budgets and expenses
- Excellent interpersonal, leadership, presentation, and negotiation skills
- 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 consistently meet deadlines
- 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
- Reasonable accommodations during the employment process
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