Gestionnaire de cas bilingue /Bilingual Caseworker

AmerisourceBergen Corporation; United States; Remote; USD 34,000 - 45,000; Full time

Job summary

Cencora is seeking an HR Case Worker for Canada to act as a first point of contact for calls and emails, resolving HR related questions and guiding associates through self-service tools. You will log requests, update case records, and coordinate with Level 2/3 specialists as needed.

The role emphasizes accuracy, process adherence, and strong communication in English and French, with opportunities for training and professional development within a large health-care services network.

Qualifications

• 1+ year of experience in customer service
• Bilingual French/English is an asset
• Ability to multitask
• Attention to detail
• Strong problem solving skills
• Experience in the medical/pharmaceutical field is an asset
• Working knowledge of Word, Excel, and Outlook

Responsibilities

• Provide a first point of contact for calls, emails and customer requests related to HR processes and systems.
• Log questions and requests, communicate resolutions and update records using case management tools.
• Follow up with customers and perform additional research if necessary.
• Maintain communication with the customer until the request is resolved.
• Provide accurate, consistent and timely responses to routine HR questions.
• Perform basic administrative processing and transaction approval, data entry and verification of documents.
• Educate associates on company practices and tools to enable self-service.
• Transfer complex cases to Level 2 or Level 3 specialists when needed.
• Document support and scanning of incoming/outgoing forms.

Skills

Bilingual French/English

Attention to detail

Multitasking

Strong problem solving

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Effective communication

Education

Two-year associate's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Location: Canada

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 position is part of the patient and healthcare professional support services as well as pharmaceutical commercialization services offered by Cencora in Canada, through our Innomar Strategies division.
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:

• Provide a first point of contact for calls, emails and customer requests (i.e. associates, managers, candidates, dependents) in order to answer questions, resolve issues and respond to requests related to the broad HR processes and systems.

• Log questions and requests, communicate resolutions and update records using case management tools.

• Follow up with customers and perform additional research if necessary.

• Maintain communication with the customer until the request is resolved, including keeping them informed of the status and resolution of their request.

• Provide accurate, consistent and timely responses to requests relating to HR processes, systems and policies that are considered routine requests and require limited research.

• Perform basic administrative processing and transaction approval, data entry and verification of required documents.

• Educate associates on company practices and tools (i.e. Intranet, ESS, MSS) to encourage them to resolve their own questions using ESS (Employee Self-Service) and MSS (Manager Self-Service).

• Transfer complex cases requiring interpretation to the appropriate Level 2 specialist or, if necessary, to the Level 3 COE representative.

• Provide document support by managing incoming and outgoing forms, information, etc.; perform document scanning.

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

• Identify and resolve customer issues and anticipate their potential needs by explaining/suggesting/providing additional information that the customer needs to know in order to accomplish their tasks successfully.

• Meet key performance measures such as call resolution, average response speed, case response, case and call quality.

• 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

General training in areas such as business administration, accounting, sales, marketing, information technology or similar fields, normally acquired upon completion of a four-year program with a bachelor's degree or an equivalent combination of experience and training. Normally, related experience of 1 to 3 years in a similar role or in an HR administration or customer service role is required.

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.

• A minimum of one (1) year experience in customer service
• Bilingual (French/ English) an asset
• 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

Compétences et Connaissances:

• Capacité de communiquer efficacement à la fois oralement et par écrit

• Bilingue en anglais et en français canadien

• Sens aigu de l’organisation; souci du détail

• Capacité à établir et à gérer des budgets et des dépenses

• Excellentes aptitudes en relations interpersonnelles

• Excellentes compétences en matière de leadership

• Excellentes compétences en matière de présentation

• Excellentes capacités de négociations

• Connaissance approfondie des politiques et procédures d’ABC

• Excellent computer skills in order to effectively use the company's systems and programs; knowledge of Microsoft Word, Excel and PowerPoint.
  

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 skillsKnowledge of Microsoft Word, Excel, PowerPoint and other Office Programs

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 . 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