Gestionnaire de cas Principal/ Bilingual Senior Caseworker

AmerisourceBergen; Quebec; Hybrid; CAD 47,000 - 73,000; Full time

Job summary

An innovative firm is seeking a Senior Caseworker to join their dedicated team. This role is pivotal in providing reimbursement support to patients, guiding them through complex financial options, and ensuring they receive the care they need. You will manage a diverse caseload while mentoring fellow team members, all within a collaborative environment focused on improving lives. The company offers comprehensive benefits and a culture that emphasizes personal and professional growth. If you are passionate about making a difference in healthcare, this is the opportunity for you!

Benefits

Medical Insurance

Dental Insurance

Vision Care

Paid Parental Leave

Professional Development Resources

Volunteer Opportunities

Employee Resource Groups

Backup Dependent Care

Infertility Coverage

Behavioral Health Solutions

Qualifications

• 2+ years experience in customer service, preferably in medical or insurance.
• Bilingual in French and English, with strong communication skills.
• Proficient in Microsoft applications and critical thinking.

Responsibilities

• Assist patients with reimbursement coverage options and financial investigations.
• Manage a larger caseload and mentor team members.
• Interact with insurance companies and healthcare professionals.

Skills

Customer Service

Bilingual (French and English)

Microsoft Office Suite

Critical Thinking

Time Management

Interpersonal Skills

Problem Solving

Organizational Skills

Education

University Degree in a related field

Tools

Automated Warehouse Operating System

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.

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 Responsabilit é s:

• Travailler étroitement avec les patients qui lui sont confiés pour trouver différentes options de remboursement et étudier les options financières pour les personnes non assurées.

• Collaborer à l’encadrement et au mentorat des membres de l’équipe.

• Gérer un nombre de cas plus grand que ses collègues gestionnaires de cas

• Agir comme expert du remboursement dans un territoire donné

• Fournir de l’aide aux autres gestionnaires de cas en ce qui concerne les remboursements complexes, les assurances, les enquêtes sur les avantages, les autorisations spéciales et les appels.

• Participer à des projets spéciaux à la demande du gestionnaire de programme.

• Fournir un soutien quotidien au gestionnaire de programme adjoint.

• Aider la gestion à préparer les différents rapports et à exécuter les tâches relatives au programme.

• Travailler avec la gestion pour élaborer un protocole de programme et des PON pour le rôle de gestionnaire de cas.

• Avec la gestion, offrir de la formation aux nouveaux gestionnaires de cas, incluant, sans s’y limiter, l’observation au travail et la surveillance des appels.

• Interagir régulièrement avec les compagnies d’assurance, les cabinets des médecins et les professionnels de la santé afin d’offrir un soutien optimal en matière de remboursement.

• Aider les patients à choisir une clinique et une pharmacie et planifier les rendez-vous des patients.

• Produire des commandes de médicaments en s’assurant que les renseignements sont envoyés à la pharmacie et aux parties intéressées par télécopieur.

• Respecter les processus généraux de l ’ entreprise.

• Offrir un soutien téléphonique: Mettre en œuvre des programmes du centre d’appel, ce qui comprend fournir un soutien téléphonique aux patients et aux organismes qui représentent les professionnels de la santé et les organismes de financement. Les fonctions d’assistance actuelles portent sur les domaines suivants:

• les questions de financement et d ’ accès, y compris les programmes privés, publics et d ’ accès spécial

• les programmes de conformité.

• Administrer et respecter les protocoles de gestion de cas, y compris la surveillance clinique, la collecte de données, le suivi continu des patients, la surveillance de l ’ interruption ou de l ’ abandon de traitement, la déclaration des événements indésirables et la communication avec les principaux fournisseurs de soins.

• Mettre en œuvre des initiatives d ’ études de marché liées aux domaines pharmaceutiques et biotechnologiques avec des médecins, des patients, des pharmaciens ou d ’ autres professionnels de la santé;

• Tous les programmes de patients sont fondés sur des méthodes de gestion de cas et comprennent une quantité importante d’appels sortants.

• Consigner chaque activité dans la base de données propre au programme.

• Participer aux formations de recyclage continues et aux cours spécialisés sur des produits ou des programmes précis jugés appropriés par le gestionnaire.

• Communiquer clairement avec le gestionnaire, l’équipe et les collègues formés du programme au sujet de la gestion des cas durant les absences planifiées.

• Assumer la responsabilité du signalement de tous les effets indésirables aux unités ou départements touchés.

• Le gestionnaire de cas principal se verra également confier d ’ autres fonctions et tâches au besoin, de temps à autre.

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.

Exp é rience Et Niveau D' É ducation Requis:

• Au moins deux ans d’expérience du service à la clientèle; une expérience dans l’industrie médicale, pharmaceutique ou de l’assurance est un atout

• Bilinguisme en français et en anglais écrit et oral

• Grand sens de l’organisation et souci du détail

• Excellente maîtrise des applications Microsoft (Outlook, Word, Excel et PowerPoint)

• Flexibilité en matière de quarts de travail (les heures d’ouverture sont de 8h à 20h)

• Capacité d’appliquer ses aptitudes de réflexion critique pour résoudre des problèmes

• Un minimum de deux ans d’expérience de travail pour un programme de soutien aux patients

• Expérience du travail dans un centre d’appels un atout

• Aptitudes marquées pour les relations interpersonnelles et la communication écrite et orale, y compris une étiquette téléphonique irréprochable avec divers auditoires, dont le personnel interne, les professionnels de la santé et les patients

• Aptitude manifeste de gestion du temps, d’établissement des priorités et d’exécution de plusieurs tâches à la fois afin de respecter des délais serrés et concurrents.

• Un diplôme universitaire dans un domaine connexe ou l’équivalent

Comp é tences, Connaissances Et Aptitudes Requises:

• Faire preuve d’une solide éthique du travail, être fiable et faire preuve d’initiative pour acquérir de nouvelles compétences

• Connaissance avancée de l ’ industrie de la distribution pharmaceutique

• Connaissance pratique du système d ’ exploitation d ’ entrepôt automatisé

• Sens aigu des affaires et des finances

• Solides compétences analytiques et mathématiques

• Capacité de travailler dans un environnement dynamique et de respecter constamment les délais

• Capacité à communiquer efficacement oralement et par écrit – bilinguisme parfait

• Aptitudes marquées pour les relations interpersonnelles et la communication écrite et orale, y compris une étiquette téléphonique irréprochable avec divers auditoires, dont le personnel interne, les professionnels de la santé et les patients

• Compétences interpersonnelles et de leadership efficaces.

• Sens de l ’ organisation; souci du détail.

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

• Connaissance approfondie de Microsoft Word, Excel, PowerPoint et d ’ autres programmes Office

• Excellentes compétences en leadership et en formation

• Connaissance approfondie des programmes de soutien aux patients

• Fiabilité, ponctualité et sens des responsabilités

• Excellentes aptitudes de résolution de problèmes et capacité manifeste à résoudre des problèmes complexes

• Excellentes aptitudes en relations interpersonnelles, travail d’équipe, empathie, sens de la persuasion, adaptabilité

• Bonnes aptitudes techniques et capacité d’apprendre rapidement à utiliser de nouveaux logiciels et des bases de données.

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.

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

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

Salary Range*

$47,300 CAD - 72,820

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.