Caseworker assessing Ontario Works eligibility and coordinating financial, employment, and social supports. Serving Peel Region residents through client - centred case management and community referrals.
About the role
- Senior Caseworker supporting Cencora’s Canadian patient reimbursement and pharmaceutical support programs. Managing complex cases, patient access, training, and healthcare-provider coordination.
Responsibilities
- Identify reimbursement coverage options and investigate financial options for uninsured patients
- Coach and mentor existing team members
- Manage a larger patient caseload than caseworker counterparts
- Act as a reimbursement expert for the assigned caseload territory
- Assist caseworkers with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests
- Participate in special projects assigned by the Program Manager
- Provide daily support to Associate Program Managers
- Assist management with reports and program-related tasks
- Develop program protocols and standard operating procedures for the Caseworker role
- Lead training of new caseworkers, including shadowing and call monitoring
- Interact with insurance companies, physician offices, and healthcare professionals
- Assist patients with clinic and pharmacy selections and schedule appointments
- Generate drug orders and fax required information to pharmacies and related parties
- Provide telephone support for patients, healthcare professionals, and funding bodies
- Administer 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
- Make outbound calls as part of patient programs
- Document activities in program-specific databases
- Attend refresher and specialized training courses
- Communicate case-management updates during absences
- Report adverse events to assigned units/departments
- Perform other duties as required
Requirements
- A minimum of two (2) years experience in customer service
- A minimum of 2 years experience working for a patient support program
- Experience in medical, pharmaceutical and/or insurance industry is an asset
- Experience working in a call center environment is an asset
- Highly organized with strong attention to detail
- Strong proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
- Flexibility in working shifts; hours of operation are 8 am–8 pm
- Ability to apply critical thinking skills to solve problems
- Strong written and verbal communication and effective phone etiquette
- Proven ability to manage time, set priorities, and multitask
- Minimum University Degree in a related field or equivalent
- Strong work ethic, reliability, and initiative to pursue new 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 work in a fast-paced environment and consistently meet deadlines
- Fully bilingual oral and written communication ability
- Effective interpersonal, leadership, organizational, and problem-solving skills
- Excellent leadership skills and training ability
- In-depth knowledge of patient support programs
- Responsible, dependable, and punctual
- Experience handling complex problems
- Strong technical skills and ability to learn new software/databases quickly
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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