Bilingual Caseworker managing patient - support and HR cases for Cencora’s Canadian pharmaceutical services. Providing telephone support, case documentation, follow - up, and adverse - event reporting.
About the role
- Bilingual caseworker supporting Cencora’s Canadian patient, healthcare, and HR service programs. Managing cases, calls, documentation, follow-up, and adverse-event reporting.
Responsibilities
- Provide first-point-of-contact support for calls, emails, and client requests related to HR processes and systems
- Record questions and requests, communicate resolutions, and update records using case-management tools
- Follow up with clients, conduct additional research, and maintain communication until resolution
- Provide accurate and timely responses to routine HR process, system, and policy inquiries
- Perform basic administrative processing, transaction approvals, data entry, and document verification
- Guide associates on company practices and tools, including intranet, ESS, and MSS
- Escalate complex cases to appropriate Level 2 specialists or Level 3 COE representatives
- Manage incoming and outgoing forms and information, including document scanning
- Manage assigned projects and cases and adhere to company processes
- Provide telephone support for patients, healthcare professionals, and funding bodies regarding funding, access, and compliance programs
- Administer case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse-event reporting, and liaison with 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 product or program training
- Provide feedback on protocols, databases, processes, and interdepartmental relationships
- Communicate case status to managers and trained colleagues during absences
- Participate in training new caseworkers through shadowing and call monitoring
- Report adverse events to assigned units/departments
- Perform other assigned duties and tasks
Requirements
- Broad training in 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
- Minimum of one (1) year experience in customer service
- Normally, 1 to 3 years of related experience in a similar role or HR administration or customer service role
- 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
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