[Hiring] Senior Caseworker - Bilingual - French @Cencora

Role Description

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

• 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 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-centre 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

• Minimum University Degree in a related field or equivalent.
• 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 required.
• 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 to meet various competing work deadlines.

Requirements

• Demonstrates a strong work ethic, is reliable, and shows initiative to pursue new skills.
• Advanced knowledge of the pharmaceutical distribution industry.
• Working knowledge of automated warehouse operating systems.
• 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.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness.
• 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.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.