Bilingual caseworker supporting Cencora’s Canadian patient, healthcare, and HR service programs. Managing cases, calls, documentation, follow - up, and adverse - event reporting.
About the role
- 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.
Responsibilities
- Manage assigned projects and/or cases
- Provide telephone support for patients, healthcare professionals, and funding bodies
- Address funding and access issues, including private, public, and special access programs
- Support compliance programs
- Administer and follow 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 with physicians, patients, pharmacists, and allied health professionals
- Make significant volumes of outbound calls as part of patient programs
- Document each activity in program-specific databases
- Attend refresher and specialized product/program training
- Provide feedback on protocols, databases, processes, and inter-departmental relationships
- Communicate case management information to managers, pods, and trained colleagues during absences
- Participate in training new caseworkers, including shadowing and call monitoring
- Report adverse events to assigned units/departments
- Perform other assigned duties and tasks
- Provide first-point-of-contact support for HR-related calls, emails, and client requests
- Record requests, communicate resolutions, update case-management records, follow up with clients, and maintain communication through resolution
- Process basic administrative transactions, data entry, and document verification
- Support self-service use of employee and manager tools
- Escalate complex cases to appropriate level 2 specialists or level 3 COE representatives
- Manage incoming and outgoing forms and scan documents
- Meet performance metrics for call resolution, average speed of answer, case response, and case/call quality
Requirements
- Broad training in business administration, accountancy, sales, marketing, computer sciences, or similar vocations, 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
- 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 and employment
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Bilingual caseworker managing patient access, clinical follow - up, and case documentation. Supporting Cencora’s Canadian pharmaceutical patient - services operations through Innomar Strategies.
Bilingual case manager supporting Canadian patients with medication access and therapy adherence. Coordinating healthcare providers, pharmacies, and funding through Cencora’s Innomar Strategies.
Bilingual Patient Care Navigator supporting Canadian patients through enrollment, reimbursement, and therapy coordination. Sentrex Health Solutions provides specialty pharmacy and patient support services.
Bilingual Disability Case Manager adjudicating short - and long - term disability claims for Canadian benefits administrator Manion. Assessing medical documentation, managing claimants, and resolving complaints.
Bilingual New Business Case Coordinator supporting advisors and branches. Processing life insurance applications and resolving cases for Manulife’s Canadian financial services business.
Bilingual Supervisor overseeing account - opening operations, regulatory processing, and staff performance for Aviso Wealth’s Canadian wealth - management services. Managing quality controls, escalations, training, and workflow improvements.
Supervision bilingue des nouveaux comptes chez Aviso, fournisseur canadien de services de gestion de patrimoine et de placement. Coordination des opérations, qualité, ressources et formation du personnel.
Bilingual Clinical Applications Specialist supporting GE HealthCare perioperative technologies. Delivering clinical training, product demonstrations, and customer implementation support across Canada.
Bilingual Spanish Patient Experience Representative supporting patients using PocketHealth’s secure digital medical imaging platform. Providing phone and email guidance while feeding user insights into product development.