Bilingue Gestionnaire de cas - Bilingual Caseworker - 12 months contract

AmerisourceBergen; Quebec; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Join a leading global pharmaceutical solutions company making a difference in health care. The caseworker role involves managing projects and providing essential telephone support related to patient and healthcare services. This position requires strong customer service skills and effective communication in both French and English. Benefit from a supportive work environment focused on personal and professional growth.

Benefits

Medical, dental, and vision care

Paid parental and caregiver leave

Professional development resources and training programs

Employee resource groups and volunteer activities

Qualifications

• Requires an associate's degree or equivalent experience.
• Minimum of one year in customer service required.
• Bilingual (French/English) is mandatory.

Responsibilities

• Manage assigned projects or cases.
• Provide telephone support for patient and healthcare professional inquiries.
• Document all program activities in the respective database.

Skills

Customer Service

Communication

Problem Solving

Attention to Detail

Education

Associate's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

PRIMARY DUTIES AND RESPONSIBILITIES:

The management of the assigned projects and/or cases.

Adherence to the general company processes

Telephone support:

Implementing call-centre programs including the provision of patient, healthcare professional and funding bodies with telephone support. Current assistance lines focus on:

funding and access issues, including private, public and special access programs;

compliance programs

Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;

Implementing pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists or other allied health professionals;

All patient programs are based on casework methods and include a significant amount of out-bound calls.

Document each activity in program specific database.

Participate and attend on-going refresher training and in specialized training courses for specific products or programs as deemed appropriate by the manager.

Provide feedback regarding current protocols, database, processes, and inter-departmental relationships.

Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences.

With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring.

Responsible to report all Adverse Events to the assigned units/departments.

The Caseworker will also be assigned other duties and tasks as required from time to time.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education.

A minimum of one (1) year experience in customer service

Ability to multitask

Experience in the medical and pharmaceutical field is an asset.

Working knowledge of Word, Excel and Outlook

Bilingual (French/ English) is required.

The successful candidate will /may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Advanced knowledge of pharmaceutical distribution industry

Working knowledge of automated warehouse operating system

Strong business and financial acumen

Strong analytical and mathematical skills

Ability to communicate effectively both orally and in writing

Effective interpersonal and leadership skills

Effective organizational skills; attention to detail

Ability to consistently meet deadlines

Excellent problem-solving skills; ability to resolve issues effectively and efficiently

Excellent presentation skills

Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Full time

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

PRINCIPALES FONCTIONS ET RESPONSABILITÉS:

• La gestion des projets et/ou des cas assignés.

• L'adhésion aux processus généraux de l'entreprise.

• L'assistance téléphonique

• La mise en œuvre de programmes de centres d'appels, y compris de fourninr aux patients, aux organismes professionnels et de financement de la santé un soutien téléphonique. Les lignes d'aide actuelles portent sur:

• Les questions de financement et d'accès, y compris les programmes d'accès privés, publics et particuliers;

• programmes de conformité

• administrer et adhérer à des protocoles de gestion des cas, y compris la surveillance clinique, la collecte de données, le suivicontinudu patient, la conformité, la surveillance de l'arrêt ou de l'abandon de traitement, le rapport des événements indésirables, et la liaison avec les fournisseurs de soins de santé primaires;

• la mise en œuvre d'initiatives de recherche de marché relatives à la pharmaceutique et à la biotechnologie avec des médecins, des patients, des pharmaciens ou d'autres professionnels de la santé paramédicaux;

• tous les programmes destinés aux patients s'appuient sur des méthodes de traitement des dossiers et comprennent une quantité importante d'appels sortants.

• Documenter chaque activité dans la base de données spécifique du programme.

• Participer et assister à la formation continue de perfectionnement et aux cours de formation spécialisée pour des produits ou des programmes spécifiques tels que jugés appropriés par le gestionnaire.

• Fournir des commentaires concernant les protocoles actuels, la base de données, les processus et les relations inter-départementales.

• Communication claire au gestionnaire, pod, et collèguesformés aux programmes concernant la gestion de cas pendant les absences prévues.

• Avec les gestionnaires, participer au processus de formation de nouveaux gestionnaires de cas, y compris mais non limité à l'observation et la surveillance des appels.

• Responsable de signaler tous les événements indésirables aux départements concernés.

• Le/lagestionnaire de cas sera également affecté(e) à d'autres fonctions et tâches au besoin de temps à autre.

PRIMARY DUTIES AND RESPONSIBILITIES:

• The management of the assigned projects and/or cases.

• Adherence to the general company processes

• Telephone support:

• Implementing call-centre programs including the provision of patient, healthcare professional and funding bodies with telephone support. Current assistance lines focus on:

• funding and access issues, including private, public and special access programs;

• compliance programs

• Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;

• Implementing pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists or other allied health professionals;

• All patient programs are based on casework methods and include a significant amount of out-bound calls.

• Document each activity in program specific database.

• Participate and attend on-going refresher training and in specialized training courses for specific products or programs as deemed appropriate by the manager.

• Provide feedback regarding current protocols, database, processes, and inter-departmental relationships.

• Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences.

• With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring.

• Responsible to report all Adverse Events to the assigned units/departments.

• The Caseworker will also be assigned other duties and tasks as required from time to time.

EXPÉRIENCE ET NIVEAU D’ÉDUCATION REQUIS:

• Formation générale requise dans des domaines tels que l'administration des affaires, la comptabilité, les ventes, le marketing, les sciences informatiques ou des vocations similaires, généralement obtenue via l'achèvement d'un programme de diplôme d'associé de deux ans ou une combinaison équivalente d'expérience et d'éducation.

• Un minimum d'un (1) an d'expérience en service à la clientèle

• Capacité à effectuer plusieurs tâches

• Attention aux détails

• Excellentes aptitudes de résolution de problèmes

• Expérience dans le domaine médical et pharmaceutique est un atout.

• Connaissance pratique de Word, Excel et Outlook

• Bilingue (français/anglais) est requis

Le candidat retenu aura/pourrait avoir des contacts quotidiens avec des clients, des patients ou des pairs unilingues anglophones d'équipes interfonctionnelles.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education.

• A minimum of one (1) year experience in customer service

• 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

• Bilingual (French/ English) is required.

The successful candidate will /may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

COMPÉTENCES, CONNAISSANCES ET APTITUDES REQUISES:

• Connaissance approfondie de l'industrie de la distribution pharmaceutique

• Connaissance pratique de système automatisé de gestion d'entrepôt

• Solide sens des affaires et sens financier

• Solides compétences analytiques et mathématiques

• Aptitude à communiquer efficacement à l'oral et à l'écrit

• Aptitudes interpersonnelles et de leadership efficaces

• Sens de l'organisation; attention aux détails

• Capacité à réspecter systématiquement les échéances

• Excellentes aptitudes de résolution de problèmes; capacité à résoudre les problèmes de manière efficace et efficiente

• Excellentes aptitudes à la présentation

• Connaissance de Microsoft Word, Excel, PowerPoint et autres programmes Office.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Advanced knowledge of pharmaceutical distribution industry

• Working knowledge of automated warehouse operating system

• Strong business and financial acumen

• Strong analytical and mathematical skills

• Ability to communicate effectively both orally and in writing

• Effective interpersonal and leadership skills

• Effective organizational skills; attention to detail

• Ability to consistently meet deadlines

• Excellent problem-solving skills; ability to resolve issues effectively and efficiently

• Excellent presentation skills

• Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Full time

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail] . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

Cencora is committed to fair and accessible employment practices.When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

Affiliated Companies:

Affiliated Companies: Innomar Strategies

Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them.

We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.

Job Scams

Recruitment scams are on the rise and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines.

1.) Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy.

2.) Be Wary of Unrealistic Promises: Exercise caution If a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers

3.) Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application.

4.) Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process.

5.) Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr or alliance-healthcare.ro

Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes.