Senior Caseworker

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

Job summary

A leading pharmaceutical solutions company is seeking a Senior Caseworker to manage patient support programs. The role involves working closely with patients to explore insurance options and provide comprehensive support. Candidates must be bilingual and have relevant customer service experience to thrive in this impactful position.

Benefits

Medical, dental, and vision care

Training programs and professional development resources

Backup dependent care and adoption assistance

Paid parental and caregiver leave

Qualifications

• Minimum 2 years experience in customer service; medical/pharmaceutical/insurance industry preferred.
• Strong proficiency in Microsoft Office.
• Excellent communication skills.

Responsibilities

• Manage a patient caseload and assist with reimbursement options.
• Coach and mentor existing team members.
• Interact with healthcare professionals for optimal reimbursement support.

Skills

Bilingual in French and English

Customer service experience

Organizational skills

Problem-solving skills

Interpersonal skills

Education

Minimum University Degree in a related field

Tools

Microsoft applications

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

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

.

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.