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 access, clinical follow-up, and case documentation. Supporting Cencora’s Canadian pharmaceutical patient-services operations through Innomar Strategies.
Responsibilities
- Adhere to company processes and program-specific policies and SOPs
- Administer case-management protocols supporting patient enrolment, clinical monitoring, data collection, follow-up, patient and caregiver education, treatment compliance, therapy disruption or discontinuation monitoring, adverse-event reporting, and liaison with primary healthcare providers
- Manage program files and documentation and accurately record activities in the program database
- Act as the primary contact for assigned patients or clinics
- Coordinate communication preferences with site contacts
- Manage the program phone line and conduct significant outbound calling
- Participate in pharmaceutical and biotechnology market research initiatives with healthcare professionals and patients
- Attend refresher and specialized product or program training
- Provide feedback on protocols, databases, processes, and interdepartmental relationships
- Communicate case-management information to managers, pod members, and trained colleagues during planned absences
- Participate in training new caseworkers through shadowing and call monitoring
- Report adverse events to assigned units or departments
- Perform other assigned duties, tasks, and projects
Requirements
- High School Diploma/GED or equivalent experience required
- 2+ years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field required
- Minimum of 1 year of experience in customer service
- Bilingualism in French and English required
- Canadian French proficiency
- Experience in the medical and pharmaceutical field is an asset
- Strong customer service skills
- Ability to communicate effectively orally and in writing
- Effective interpersonal and organizational skills; attention to detail
- Ability to consistently meet deadlines
- Excellent problem-solving skills
- Ability to multitask
- Ability to establish and manage budgets and expenses
- Knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and other Office programs
- Ability to use company systems and programs effectively
- Ability to resolve issues effectively and efficiently
- Ability to communicate with unilingual English-speaking customers, patients, or cross-functional peers
Benefits
- Medical, dental, and vision care
- Comprehensive wellness benefits covering physical, emotional, financial, and social aspects
- 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
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