Gestionnaire de Cas/Bilingual Caseworker

Cencora; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

Cencora, Inc. is seeking a patient and provider support and HR services associate to handle first-line inquiries, document management, and client follow-up. The role emphasizes accuracy, responsiveness, and adherence to HR policies.

The candidate will work across English and French-language processes, support intra-company systems, and help guide associates through self-service options. Strong multi-tasking and communication skills are essential.

Qualifications

• Bilingual (French/English) is an asset.
• Experience in customer service or support roles.
• General understanding of business administration and HR processes.

Responsibilities

• Provide first point of contact for calls, emails and requests from associates, managers, dependents, and candidates to answer questions and resolve issues.
• Log inquiries and requests, communicate resolutions, and update case records using case-management tools.
• Follow up with clients and conduct additional research as needed.
• Maintain communication with the client until the request is resolved; inform on status and resolution.
• Provide accurate, timely responses to requests regarding HR processes, systems and policies.

Skills

Bilingual (French/English)

Education

Two-year associate’s degree

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

Ce poste s’inscrit dans le cadre des services d’accompagnement des patients et des professionnels de santé ainsi que des services de commercialisation pharmaceutique proposés par Cencora au Canada, par l’intermédiaire de notre division Innomar Strategies.

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

Responsabilités:

• Fournir un premier point de contact pour les appels, les courriels et les demandes des clients (c.-à-d. associés, gestionnaires, candidats, personnes à charge) afin de répondre aux questions, de résoudre les problèmes et de répondre aux demandes liées aux vastes processus et systèmes des RH.

• Enregistrer les questions et les demandes, communiquer les résolutions et mettre à jour les dossiers à l’aide d’outils de gestion des cas.

• Assurer le suivi des clients et effectuer des recherches supplémentaires si nécessaire.

• Maintenir la communication avec le client jusqu’à ce que la demande soit résolue, notamment en l’informant de l’état d’avancement et de la résolution de sa demande.

• Fournir des réponses précises, cohérentes et opportunes aux demandes relatives aux processus, aux systèmes et aux politiques des RH qui sont considérées comme des demandes courantes et qui nécessitent des recherches limitées.

• Effectuer le traitement administratif de base et l’approbation des transactions, la saisie des données et la vérification des documents requis.

• Renseigner les associés sur les pratiques et les outils de l’entreprise (c.-à-d. Intranet, ESS, MSS) pour les encourager à résoudre eux-mêmes leurs questions en utilisant l’ESS (Libre Servicepour les associés) et le MSS (Libre Servicepour les gestionnaires).

• Transférer les cas complexes nécessitant une interprétation au spécialiste de niveau 2 approprié ou, si nécessaire, au représentant du COE de niveau 3.

• Fournir un soutien documentaire en gérant les formulaires entrants et sortants, les informations, etc.; effectuer la numérisation de documents.

• Travailler à développer une compréhension approfondie des besoins des clients.

• Identifier et résoudre les problèmes des clients et anticiper leurs éventuels besoins en expliquant/suggérant/fournissant des renseignements supplémentaires que le client doit connaître afin d’accomplir ses tâches avec succès.

• Satisfaire aux principales mesures de rendement comme la résolution des appels, la vitesse moyenne de réponse, la réponse aux dossiers, la qualité des dossiers et des appels.

• Effectuer diverses tâches/projets pour les RH selon les tâches assignées.

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 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.
• 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

Niveau d’éducation:

• Formation générale requise dans des domaines tels que l’administration des affaires, la comptabilité, les ventes, le marketing, les sciences informatiques ou des vocations similaires, généralement obtenue via l’achèvement d’un programme de diplôme d’associé de deux ans ou une combinaison équivalente d’expérience et d’éducation.

Expérience:

• Un minimum d’un (1) an d’expérience en service à la clientèle
• Bilingue (français/anglais) est un atout
• Capacité à effectuer plusieurs tâches
• Attention aux détails
• Excellentes aptitudes de résolution de problèmes
• Expérience dans le domaine médical et pharmaceutique est un atout.

Compétences et connaissances:

• Connaissance approfondie de l’industrie de la distribution pharmaceutique
• Connaissance pratique de système automatisé de gestion d’entrepôt
• Solide sens des affaires et sens financier
• Solides compétences analytiques et mathématiques
• Aptitude à communiquer efficacement à l’oral et à l’écrit
• Aptitudes interpersonnelles et de leadership efficaces
• Sens de l’organisation; attention aux détails
• Capacité à réspecter systématiquement les échéances
• Excellentes aptitudes de résolution de problèmes; capacité à résoudre les problèmes de manière efficace et efficiente
• Excellentes aptitudes à la présentation
• Connaissance de Microsoft Word, Excel, PowerPoint et autres programmes Office

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
• Bilingual (French/ English) required
• Ability to multitask
• Attention to detail
• Strong problem-solving skills
• Experience in the medical and pharmaceutical field is an asset.
• Working knowledge of Word, Excel and Outlook

Skills and Knowledge:

• 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 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

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

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

Affiliated Companies:

Affiliated Companies: Innomar Strategies