Gestionnaire de cas Principal / Bilingual Senior Caseworker

Cencora; Ontario; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Cencora is looking for a Senior Caseworker to improve the lives of patients by guiding them through reimbursement processes. This role involves case management, mentoring, and collaborating with healthcare professionals. Ideal candidates will have experience in customer service, be fully bilingual, and have strong organizational and communication skills.

Benefits

Medical, dental, and vision care

Paid parental and caregiver leave

Support for working families

Professional development resources

Mentorship programs

Qualifications

• Minimum of 2 years experience in customer service; experience in medical, pharmaceutical, or insurance industry is an asset.
• Ability to communicate effectively both orally and in writing - fully bilingual.
• Strong proficiency in Microsoft applications.

Responsibilities

• Identify various reimbursement coverage options for patients.
• Manage a larger patient caseload than counterparts.
• Assist with coaching and mentoring team members.

Skills

Customer Service

Bilingual in French and English

Organizational skills

Communication skills

Analytical skills

Problem-solving skills

Education

University Degree in a related field

Tools

Microsoft Office (Word, Excel, PowerPoint)

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 :

Working closely with assigned patients’ to identify various reimbursement coverage options and investigate financial options for those without insurance.

Assist with the coaching and mentoring of existing team members.

Manage a patient caseload larger than their caseworker counterparts.

Be a reimbursement expert in assigned caseload territory.

Provides other caseworker(s) assistance with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests.

Participate in special projects as assigned by the Program Manager.

Provide daily support to Associate Program Manager(s)

Assist management with various reports and program related tasks.

Work with management to develop program protocol and SOP for Caseworker role.

With management, lead training of new caseworkers, including but not limited to shadowing & call monitoring.

Regularly Interacts with insurance companies, physician' offices, and healthcare professionals to provide optimal reimbursement support

Assists the patient with Clinic and Pharmacy selections, and schedules patient appointments

Generates drug orders ensuring that required information is faxed to the pharmacy, and related parties

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.

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

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

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

Experience and Educational Requirements :

A minimum of two (2) years experience in customer service; experience in medical, pharmaceutical and / or insurance industry is an asset

Bilingual in French and English : written and verbal

Highly organized with strong attention to detail

Strong proficiency in Microsoft applications (Outlook, Word, Excel & PowerPoint)

Flexibility in working shifts (hours of operation are 8 am - 8pm)

Ability to apply critical thinking skills in order to solution problems

A Minimum of 2 years experience working for a patient support program

Experience working in a call center environment an asset

Strong communication and interpersonal skills : written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients

Proven ability to manage time, set priorities and multi-task in order to meet various competing work deadlines

Minimum University Degree in a related field or equivalent

Minimum Skills, Knowledge and Ability Requirements :

Demonstrates a strong work ethic, is reliable and shows initiative to purse new skills

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 work in a fast paced environment and consistently meet deadlines

Ability to communicate effectively both orally and in writing- fully bilingual

Strong communication and interpersonal skills : written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients

Effective interpersonal and leadership skills

Effective organizational skills; attention to detail

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

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

Excellent leadership skills and training

In-depth knowledge of patient support programs

Responsible, dependable, and punctual

Strong problem solving skills and demonstrates experience handling complex problems.

Excellent people skills, team work, empathy, influencing others, adaptability.

Strong technical skills and ability to learn new software / databases quickly

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.