[Hiring] Senior Caseworker Bilingual @Cencora

Role 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. Apply today!

• Working closely with assigned patients to identify various reimbursement coverage options and investigate financial options for those without insurance.
• Assist with the coaching and mentoring of existing team members.
• Manage a patient caseload larger than their caseworker counterparts.
• Be a reimbursement expert in assigned caseload territory.
• Provide assistance to other caseworkers with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests.
• Participate in special projects as assigned by the Program Manager.
• Provide daily support to Associate Program Manager(s).
• Assist management with various reports and program-related tasks.
• Work with management to develop program protocol and SOP for Caseworker role.
• Lead training of new caseworkers, including but not limited to shadowing & call monitoring.
• Regularly interact with insurance companies, physician's offices, and healthcare professionals to provide optimal reimbursement support.
• Assist the patient with Clinic and Pharmacy selections, and schedule patient appointments.
• Generate drug orders ensuring that required information is faxed to the pharmacy and related parties.
• Adhere to the general company processes.
• Implement call-center programs including the provision of patient, healthcare professional, and funding bodies with telephone support.
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers.
• Implement pharmaceutical and biotechnology-related market research initiatives with physicians, patients, pharmacists, or other allied health professionals.
• Document each activity in program-specific database.
• Participate and attend ongoing refresher training and in specialized training courses for specific products or programs as deemed appropriate by the manager.
• Communicate clearly with manager, pod, and program-trained colleagues regarding the management of cases during foreseen absences.
• Report all Adverse Events to the assigned units/departments.
• The Senior Caseworker will also be assigned other duties and tasks as required from time to time.

Qualifications

• A minimum of two (2) years experience in customer service; experience in medical, pharmaceutical, and/or insurance industry is an asset.
• Bilingual in French and English: written and verbal is an asset.
• Highly organized with strong attention to detail.
• Strong proficiency in Microsoft applications (Outlook, Word, Excel & PowerPoint).
• Flexibility in working shifts (hours of operation are 8 am - 8 pm).
• Ability to apply critical thinking skills in order to solve problems.
• A minimum of 2 years experience working for a patient support program.
• Experience working in a call center environment is 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.
• Minimum University Degree in a related field or equivalent.

Requirements

• Demonstrates a strong work ethic, is reliable, and shows initiative to pursue new skills.
• 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 work in a fast-paced environment and consistently meet deadlines.
• Ability to communicate effectively both orally and in writing - fully bilingual.
• Effective interpersonal and leadership skills.
• Effective organizational skills; attention to detail.
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently.
• Strong knowledge of Microsoft Word, Excel, PowerPoint, and other Office Programs.
• Excellent leadership skills and training.
• In-depth knowledge of patient support programs.
• Responsible, dependable, and punctual.
• Strong problem-solving skills and demonstrates experience handling complex problems.
• Excellent people skills, teamwork, empathy, influencing others, adaptability.
• Strong technical skills and ability to learn new software/databases quickly.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• 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.
• A variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.