Bilingual Caseworker Support Associate

Value Apothecaries; Conshohocken (Montgomery County); On-site; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision care

Paid parental leave

Training programs

Job summary

Cencora in Canada seeks a detail-focused customer service professional to manage patient data, support pharmacovigilance, and coordinate with clinicians. You will review documentation, perform accurate data entry, and attach reports to patient databases to ensure safety and program needs are met.

The role requires bilingual English/French abilities, strong organization, and proficiency with MS Office. Shift coverage spans 8:00 AM to 8:00 PM, with opportunities for training and development.

Qualifications

• Minimum 2 years experience in customer service.
• Fluency in English and French, verbal and written.
• Highly organized with strong attention to detail.
• Proficiency in Microsoft applications (Outlook, Word, Excel, PowerPoint).
• Experience working in a call centre environment an asset.
• Proven ability to manage time and multi-task to meet deadlines.
• Experience in medical/pharmaceutical fields and terminology is an asset.
• Able to work any 8-hour shift (8:00 AM – 8:00 PM).
• Minimum University Degree or equivalent.

Responsibilities

• Sort and review incoming patient information/documentation in databases.
• Review patient information and perform data entry of pertinent information.
• Information management and pharmacovigilance; report adverse events as required.
• Interpret documentation from physicians or clinics; attach reports to databases.
• Update patient files with next injection/infusion dates and follow up on missing reports.
• Work with internal clients to request additional information as needed.
• Assist in team training of new hires and participate in training courses.
• Provide reports and complete other tasks as assigned by the Program Manager.

Skills

Bilingual English/French

Highly organized

Microsoft Office

Call center experience

Communication skills

Time management

Medical/pharmaceutical knowledge

Phone etiquette

Education

University degree or equivalent

Tools

Outlook

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.

Job Details

Responsibilities

• Sort and review incoming patient information/documentation in database(s); documentation types include the following, but are not limited to: insurance information, enrollment forms, prescriptions, etc.
• Review patient information in database and ensure accurate documentation as per client needs, as well as data entry of pertinent information received (e.g. test results, prescriptions).
• Information management and pharmacovigilance: Recognize and report adverse and other reportable events received alone or in combination with a product complaint or medical information question in compliance with SOP/protocol; document activities in program specific database.
• Interpret documentation received from physicians' offices, clinics, etc. (e.g. medical directives, consult notes, test results).
• Attach post-injection/infusion reports to patient database(s) to ensure proper documentation for patient assistance and drug safety program needs.
• Review post-injection/infusion reports and identifying and reporting all adverse events indicated.
• Faxing post-injection/infusion reports to physicians' offices, as required.
• Updating patients' files in respective database(s) to indicate patients' next injection/infusion appointment dates.
• Following-up with field nurses for missing and/or incomplete post-injection/infusion reports, as required.
• Work directly with internal clients to request additional information or clarification, as necessary.
• Assist in team-specific training of new hires.
• Attend on-going and specialized training courses for products or programs, as deemed appropriate by Program Manager.
• Provide reports and complete other tasks assigned by Program Manager, as needed

Experience

• A minimum of two (2) years experience in customer service; experience in medical, pharmaceutical, and/or insurance industry is a strong asset
• Fluency in English and French, verbal and written
• Highly organized with strong attention to detail
• Proficiency in Microsoft applications (Outlook, Word, Excel, and PowerPoint)
• Experience working in a call centre 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
• Experience in the medical and/or pharmaceutical field(s) and medical terminology an asset
• Able to work any 8-hour shift (between 8:00AM- 8:00PM)
• Minimum University Degree in a related field or equivalent

Skills and Knowledge

• A minimum of two (2) years experience in customer service; experience in medical, pharmaceutical, and/or insurance industry is a strong asset
• Fluency in English and French, verbal and written
• Highly organized with strong attention to detail
• Proficiency in Microsoft applications (Outlook, Word, Excel, and PowerPoint)
• Experience working in a call centre 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
• Experience in the medical and/or pharmaceutical field(s) and medical terminology an asset
• Able to work any 8-hour shift (between 8:00AM- 8:00PM)
• Minimum University Degree in a related field or equivalent

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 wit