Gestionnaire de Cas, Bilingue / Bilingual Caseworker

Innomar Strategies; Quebec; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the pharmaceutical sector is seeking a dedicated individual to manage projects and provide exceptional support to healthcare professionals and patients. This role requires strong problem-solving skills and a background in customer service, with opportunities for professional development and a supportive work environment.

Benefits

Medical, dental, vision care

Comprehensive wellness suite

Training programs and professional development

Paid parental and caregiver leaves

Qualifications

• Minimum one year of customer service experience.
• Bilingual (French/English) is an asset.
• Experience in medical/pharmaceutical fields is an asset.

Responsibilities

• Manage assigned projects and/or cases.
• Provide telephone support focusing on funding and access issues.
• Conduct market research initiatives with healthcare professionals.

Skills

Problem-solving

Communication

Organizational skills

Interpersonal skills

Education

Two-year associate's degree or equivalent experience

Tools

Microsoft Office

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 :

• Manage assigned projects and/or cases.
• Adhere to general company processes.
• Provide telephone support by implementing call-center programs for patients, healthcare professionals, and funding bodies, focusing on funding and access issues, compliance programs, clinical monitoring, data collection, patient follow-up, therapy monitoring, adverse event reporting, and liaising with healthcare providers.
• Conduct market research initiatives with physicians, patients, pharmacists, or other health professionals.
• Perform outbound calls based on casework methods.
• Document activities in the specific database.
• Participate in ongoing training and specialized courses as deemed appropriate.
• Provide feedback on protocols, databases, processes, and inter-departmental relationships.
• Communicate clearly with managers and colleagues regarding case management during absences.
• Assist in training new caseworkers, including shadowing and call monitoring.
• Report all adverse events to the relevant units/departments.
• Perform additional duties and tasks as assigned.

Experience and Educational Requirements :

• Broad training in business, sales, marketing, computer sciences, or similar fields, typically obtained through a two-year associate's degree or equivalent experience.
• Minimum one (1) year of customer service experience.
• Bilingual (French/English) is an asset.
• Ability to multitask and strong problem-solving skills.
• Experience in medical/pharmaceutical fields is an asset.
• Proficiency in Word, Excel, and Outlook.

Minimum Skills, Knowledge, and Abilities :

• Knowledge of the pharmaceutical distribution industry.
• Experience with automated warehouse systems.
• Strong business, financial, analytical, and mathematical skills.
• Effective communication skills, both oral and written.
• Interpersonal and leadership abilities.
• Organizational skills with attention to detail.
• Ability to meet deadlines consistently.
• Problem-solving and presentation skills.
• Proficiency in Microsoft Office programs.

The successful candidate may have daily contact with English-speaking customers, patients, or team members from cross-functional teams.

What Cencora offers

We provide competitive compensation, benefits, and resources that foster an inclusive culture and support our team members’ purpose-driven work. Our benefits include medical, dental, vision care, and a comprehensive wellness suite addressing physical, emotional, financial, and social health. This includes support for working families, such as backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental and caregiver leaves. We also offer training programs, professional development, mentorship, employee resource groups, volunteer activities, and more.