Gestionnaire de cas bilingue/ Bilingual Caseworker

Role Summary

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!

Job Details

This position is part of the support services for patients and healthcare professionals as well as the pharmaceutical marketing 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.

Phone support

Implementing call-center 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 anticipated absences.

With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring.

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Affiliated Companies

Affiliated Companies: Innomar Strategies

Responsibilities

• Provide a first point of contact for calls, emails and inquiries from clients (i.e. associates, managers, candidates, dependents) to answer questions, resolve issues and respond to requests related to broad HR processes and systems.
• Record questions and requests, communicate resolutions and update records using case management tools.
• Follow up with customers and conduct additional research if necessary.
• Maintain communication with the customer until the request is resolved, including informing them of the progress and resolution of their request.
• Provide accurate, consistent and timely responses to inquiries relating to HR processes, systems and policies that are considered routine requests and require limited research.
• Perform basic administrative processing and approval of transactions, 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 (Associate Self Service) and MSS (Manager Self Service).
• Refer 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.
• Work to develop a deep understanding of customer needs.
• Identify and resolve customer problems and anticipate their possible needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully complete their tasks.
• Meet key performance measures such as call resolution, average response speed, case response, case and call quality.
• Perform various tasks/projects for HR according to assigned tasks.
• The management of the assigned projects and/or cases.
• Adherence to the general company processes