Caseworker supporting reimbursement services for Cencora’s Canadian patient and provider programs. Coordinating documentation, case updates, issue resolution, and stakeholder communications.
About the role
- Caseworker managing patient and provider support programs for Cencora’s Canadian pharmaceutical services. Handling case management, telephone support, compliance monitoring, and adverse event reporting.
Responsibilities
- Manage assigned projects and/or cases
- Adhere to general company processes
- Implement call-centre programs providing telephone support to patients, healthcare professionals, and funding bodies
- Assist with funding and access issues, including private, public, and special access 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 outbound calls as part of patient programs
- Document each activity in the program-specific database
- Attend refresher and specialized training courses
- Provide feedback on protocols, databases, processes, and inter-departmental relationships
- Communicate case-management information 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
- 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 year of customer service experience
- Bilingual French/English an asset
- 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
- 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 orally and in writing
- Effective interpersonal and leadership skills
- Effective organizational skills
- Ability to consistently meet deadlines
- Excellent presentation skills
- 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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