Caseworker - HR & Patient Support (Bilingual)

Cencora, Inc.; United States; Remote; USD 32,000 - 50,000; Full time

Job summary

Cencora, Inc. seeks a bilingual French/English Customer Service/HR Caseworker to support Canada operations marketed through Innomar Strategies. You will handle calls, emails, and HR requests, resolving issues related to processes and systems.

You will record inquiries, update cases using case-management tools, follow up with clients, and escalate complex cases as needed while guiding associates on intranet tools and self-service resources.

Qualifications

• Minimum 1 year of customer service experience.
• Bilingual English/French (Canadian) is an asset.
• Ability to multitask and pay attention to detail.
• Strong problem solving and organizational skills.
• Knowledge of Word, Excel and PowerPoint.
• Experience in medical/pharmaceutical field is an asset.

Responsibilities

• Manage calls, emails and client requests and resolve HR-related questions.
• Record questions and requests and update cases using case-management tools.
• Follow up with clients and conduct additional research as needed.
• Maintain communication until requests are resolved.
• Provide accurate, timely responses to HR processes, systems and policies.
• Perform basic administrative tasks and data entry.
• Educate associates on company practices and tools (Intranet, ESS, MSS).
• Escalate complex cases to Level 2 specialist or COE Level 3.
• Provide documentation support and handling forms; scanning documents.
• Develop a deep understanding of client needs.
• Identify and resolve client issues and anticipate needs.
• Meet key performance metrics: call resolution, response speed, and case quality.
• Perform various HR tasks/projects as assigned.

Skills

Bilingual English/French (Canadian)

Customer service experience

Multitasking

Attention to detail

Microsoft Word

Excel

PowerPoint

Leadership

Education

Two-year associate’s degree

Tools

Microsoft Office

Job description

Cencora, Inc. seeks a bilingual French/English Customer Service/HR Caseworker to support Canada operations marketed through Innomar Strategies. You will handle calls, emails, and HR requests, resolving issues related to processes and systems.

You will record inquiries, update cases using case-management tools, follow up with clients, and escalate complex cases as needed while guiding associates on intranet tools and self-service resources.