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 pharmaceutical services. Handling HR-related inquiries, case resolution, documentation, and customer follow-up.
Responsibilities
- Serve as the first point of contact for client calls, emails, and inquiries related to HR processes and systems
- Log questions and requests, communicate resolutions, and update records using case management tools
- Follow up with clients and conduct additional research as needed
- Maintain communication with clients until their requests are resolved
- Provide accurate, consistent, and timely responses to routine inquiries regarding HR processes, systems, and policies
- Perform basic administrative processing, transaction approvals, data entry, and document verification
- Educate associates on company practices and tools, including the Intranet, ESS, and MSS
- Escalate complex cases to Level 2 specialists or Level 3 COE representatives
- Manage incoming and outgoing forms and information and perform document scanning
- Develop a thorough understanding of client needs
- Identify and resolve client issues and anticipate their needs
- Meet key performance metrics related to calls and cases
- Perform various assigned HR tasks and projects
- Support Cencora’s patient and provider support and pharmaceutical commercialization services in Canada through Innomar Strategies
Requirements
- General education in fields such as business administration, accounting, sales, marketing, computer science, or related disciplines, typically obtained through completion of a two-year associate degree program or an equivalent combination of education and experience
- Minimum of one (1) year of customer service experience
- Bilingual proficiency in French and English required
- Ability to multitask
- Strong attention to detail
- Strong problem-solving skills
- Experience in the medical and pharmaceutical fields is an asset
- Working knowledge of Word, Excel, and Outlook
- 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 communicate effectively both orally and in writing
- Effective interpersonal and leadership skills
- Strong organizational skills and attention to detail
- Ability to consistently meet deadlines
- Excellent problem-solving skills, with the ability to resolve issues effectively and efficiently
- Excellent presentation skills
- Knowledge of Microsoft Word, Excel, PowerPoint, and other Microsoft Office programs
- Ability to handle daily interactions with unilingual English-speaking customers, patients, or peers from cross-functional teams
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 hiring process and employment
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