About the role

Bilingual caseworker managing patient-support cases, calls, and compliance for Cencora’s Canadian pharmaceutical services. Documenting activities, reporting adverse events, and supporting healthcare stakeholders.

Responsibilities

Manage assigned projects and/or cases
Adhere to general company processes
Implement call-centre programs and provide telephone support to patients, healthcare professionals, and funding bodies
Support funding and access issues, including private, public, and special access programs and compliance programs
Administer and follow case-management protocols, including clinical monitoring, data collection, ongoing 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 for patient programs
Document every activity in the program-specific database
Participate in refresher and specialized product or program training
Provide feedback on protocols, databases, processes, and inter-departmental relationships
Communicate case-management updates to the manager, pod, and program-trained colleagues during planned absences
Help train new caseworkers through shadowing and call monitoring
Report all adverse events to assigned departments
Perform other duties and tasks as required

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 of customer service experience
Bilingual French/English required
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 an automated warehouse operating system
Strong business and financial acumen
Strong analytical and mathematical skills
Effective oral and written communication skills
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
May have daily contact with unilingual English-speaking customers, patients, or cross-functional peers