Bilingual Nurse Case Manager supporting Canadian patients with therapy access, adherence, and case management. Coordinating providers, pharmacies, clinics, and funding through Innomar Strategies.
About the role
- Bilingual Caseworker supporting Cencora’s Canadian patient and provider services. Managing healthcare casework, calls, documentation, follow-up, and pharmaceutical program protocols.
Responsibilities
- Provide first-line contact for calls, emails, and customer requests related to HR processes and systems
- Record questions and requests, communicate resolutions, and update records using case-management tools
- Follow up with customers and conduct additional research as needed
- Maintain customer communication until requests are resolved
- Provide accurate, consistent, 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 the intranet, ESS, and MSS
- Escalate complex cases to the appropriate Level 2 specialist or Level 3 COE representative
- Manage incoming and outgoing forms and information and scan documents
- Identify and resolve customer issues and anticipate customer needs
- Meet performance measures for call resolution, average response speed, case response, and case/call quality
- Manage assigned projects and cases
- 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
- Document activities in program-specific databases
- Attend refresher and specialized training courses
- Provide feedback on protocols, databases, processes, and interdepartmental relationships
- Communicate case-management updates to managers and trained colleagues during absences
- Participate in training new caseworkers, including shadowing and call monitoring
- Report adverse events to assigned units/departments
- Perform other duties and tasks as required
Requirements
- General education in business administration, accounting, sales, marketing, computer science, or a related field, typically acquired through completion of a four-year bachelor’s degree program or an equivalent combination of experience and education
- Broad training in fields such as business administration, accounting, sales, marketing, computer science, or similar disciplines, generally obtained through completion of a two-year associate degree program or an equivalent combination of experience and education
- At least one (1) year of customer service experience
- Normally, 1 to 3 years of related experience in a similar role, HR administration, or customer service
- Bilingual proficiency in Canadian French and English
- Ability to multitask
- Strong attention to detail
- Strong problem-solving skills
- Experience in the medical or pharmaceutical field is an asset
- Working knowledge of Word, Excel, and Outlook
- Ability to communicate effectively both orally and in writing
- 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 Microsoft 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
Job title
Job type
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