Case Worker

Cencora; United States; Remote; USD 31,000 - 48,000; Full time

Job summary

Cencora is seeking a Customer Care Caseworker to support patient and provider programs in Canada. The role emphasizes case management, data entry, and compliance across funding programs with outbound calling responsibilities.

Ideal candidates bring at least 1 year in customer service, strong attention to detail, and the ability to multitask in a bilingual environment (French/English). Training and development opportunities are offered.

Qualifications

• Requires broad education such as business administration, accounting, sales, marketing, computer sciences or similar; typically an associate degree or equivalent.
• Minimum of 1 year experience in customer service; experience in medical/pharma field is an asset.
• Ability to multitask, attention to detail, strong problem solving and communication skills.

Responsibilities

• Manage assigned projects and/or cases with adherence to company processes.
• Provide telephone support and implement call-centre programs for patients, healthcare professionals and funding bodies.
• Administer case-management protocols including clinical monitoring, data collection, and adverse event reporting.
• Conduct market research initiatives with physicians, patients, pharmacists or allied health professionals.
• Document activities in program databases and participate in ongoing training.
• Report adverse events to assigned units/departments and maintain clear communication with managers and colleagues.

Skills

Customer service

Multitasking

Attention to detail

Communication

Bilingual (French/English)

Pharmaceutical industry knowledge

Office software

Data entry

Education

Associate's degree (two-year)

Tools

Office Suite

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

This role is in support of Cencora’s patient and provider support and pharma
commercialization services in Canada marketed through our Innomar Strategies business.

Responsibilities:

• The management of the assigned projects and/or cases. 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 number 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.

• Provide feedback regarding current protocols, database, processes, and inter-departmental relationships.

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

• With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring.

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

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

Education:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate’s degree program or equivalent combination of experience and education.

Work Experience:

• A minimum of one (1) year experience in customer service

• Experience in the medical and pharmaceutical field is an asset.

• Ability to multitask

• Attention to detail

• Strong problem solving skills

Skills and Knowledge:

• Bilingual (French/English) an asset (required for some positions)

• 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 communicate effectively both orally and in writing

• Effective interpersonal and leadership skills

• Effective organizational skills; attention to detail

• Ability to consistently meet deadlines

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

• Excellent presentation skills

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

The successful candidate may have daily contacts with both bilingual (French) and unilingual English-speaking customers, patients or peers from cross-functional teams.

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

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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*

$44,300 CAD - 68,090 CAD

Affiliated Companies:

Affiliated Companies: Innomar Strategies