Assistant, Patient Support & Services

Cencora•Quebec, NT

11d•CA$39,552 - CA$66,847•Onsite

About The Position

This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business. This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment. Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

Requirements

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.
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.

Nice To Haves

Prior Authorization Certified Specialist (PACS), or equivalent certification preferred.

Responsibilities

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.