Nursing Supervisor leading bilingual patient support programs for Canadian pharmaceutical patients. Coaching nursing teams, managing caseloads, KPIs, quality, and contact - center operations.
About the role
- Bilingual Caseworker supporting Cencora’s Canadian patient and provider support programs. Managing healthcare cases, calls, documentation, compliance, and pharmaceutical market-research activities.
Responsibilities
- Manage assigned projects and/or cases
- Provide first-point-of-contact support for calls, emails, and customer requests
- Resolve questions and issues related to HR processes, systems, and policies
- Record questions and requests, communicate resolutions, and update case-management records
- Follow up with customers and conduct additional research as needed
- Maintain communication with customers until requests are resolved
- Perform basic administrative processing, transaction approvals, data entry, and document verification
- Guide associates on company practices and tools, including Intranet, ESS, and MSS
- Escalate complex cases to appropriate Level 2 specialists or Level 3 COE representatives
- Manage incoming and outgoing forms and information; scan documents
- Provide telephone support for funding, access, and compliance programs
- Administer case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse-event reporting, and liaison with healthcare providers
- Implement pharmaceutical and biotechnology market-research initiatives
- Make significant outbound calls for patient programs
- Document activities in program-specific databases
- Attend refresher and specialized product/program training
- Provide feedback on protocols, databases, processes, and inter-departmental relationships
- Communicate case status to managers, pods, and trained colleagues during absences
- Assist managers with training new caseworkers, including shadowing and call monitoring
- Report all adverse events to assigned units/departments
- Perform other assigned duties and tasks
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
- A 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 skills
- 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
- Availability to consistently work 12:00 PM to 8:00 PM EST, Monday to Friday
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
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