[Hiring] Assistant, Patient Support & Services @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.

• Processes patient support cases across intake, onboarding, benefits-related activities, prior authorization support, and follow-up steps to advance access to therapy.
• Maintains accurate patient, prescriber, case, and reimbursement-related records in designated systems to preserve traceability, documentation quality, and service continuity.
• Coordinates with prescriber office staff and other stakeholders on the use of patient assistance, reimbursement support, and related service processes within established guidelines.
• Resolves routine to moderate case, access, and service inquiries by applying standard procedures and coordinating with relevant parties to remove common barriers.
• Validates case documentation, coverage-related information, and support program inputs to enable accurate submissions and downstream processing.
• Monitors open cases, service milestones, and reimbursement-related activities to identify delays, gaps, and issues requiring timely action.
• Escalates non-standard access barriers, unresolved reimbursement issues, and exceptions outside defined procedures to appropriate stakeholders for further review.

Qualifications

• High School Diploma/GED or equivalent experience required.
• 2+ years of experience in patient access, reimbursement, prior authorization, benefit verification, managed care coordination, specialty pharmacy, or a related field required.
• Registered Nurse (RN) license or equivalent certification required.
• Prior Authorization Certified Specialist (PACS), or equivalent certification preferred.

Requirements

• Knowledge in patient support program operations and case-based service delivery models.
• Knowledge in call center operations, service workflows, and quality assurance practices.
• Knowledge in training coordination, coaching support, and learning administration practices.
• Knowledge in reimbursement support programs, adherence programs, education programs, and patient support services.
• Knowledge in operational reporting, work allocation, and scheduling support practices.
• Ability to coordinate assigned projects and operational activities within established program structures.
• Ability to support training development and training delivery across patient support activities.
• Ability to provide first-line guidance on routine process and workflow inquiries.
• Ability to monitor service quality activities and identify issues requiring follow-up.
• Ability to organize work, manage priorities, and support multiple operational activities.
• Ability to communicate effectively in writing and verbally with internal stakeholders.
• Ability to work within defined service hours and support operational continuity requirements.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Support for working families, including backup dependent care, adoption assistance, infertility coverage, and 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, and volunteer activities.