Gestionnaire de cas bilingue /Bilingual Caseworker

Cencora•Quebec, NT

2d•CA$45,900 - CA$71,940

About The Position

This role supports Cencora’s patient and provider support and pharmaceutical commercialization services in Canada through its Innomar Strategies business. The Caseworker administers program-specific case-management protocols and supports patient access, clinical monitoring, education, treatment compliance, and communication with healthcare providers. The role also maintains accurate program records, manages patient and clinic contacts, handles the program phone line, and contributes to training and continuous improvement.

Requirements

High school diploma/GED or equivalent experience.
At least 2 years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field.
At least 1 year of customer-service experience.
Bilingual in French and English.
Strong customer-service skills; action-oriented, proactive, forward-thinking, and solution-focused approach.
Ability to multitask and consistently meet deadlines.
Effective oral and written communication skills.
Effective interpersonal and organizational skills, with attention to detail.
Strong problem-solving skills and ability to resolve issues effectively and efficiently.
Knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and other Office programs.
Ability to communicate with unilingual English-speaking customers, patients, or cross-functional peers.

Nice To Haves

Certification in reimbursement support, patient access, customer support, service management, customer relationship management systems, or process improvement.
Experience in the medical or pharmaceutical field.

Responsibilities

Follow general company processes and program-specific policies and standard operating procedures while administering case-management protocols.
Support patient access through enrolment, clinical monitoring, data collection, ongoing follow-up, patient and caregiver education, treatment compliance, monitoring therapy disruptions or discontinuations, adverse-event reporting, and liaison with primary healthcare providers.
Manage program files and documentation, accurately record activities in the program-specific database, and keep records current, complete, and compliant with established processes and protocols.
Serve as the primary contact for assigned patient caseloads or clinics in accordance with program workflows.
Coordinate communication preferences with site contacts.
Manage the program phone line and conduct a significant volume of outbound calls.
Participate in pharmaceutical and biotechnology market-research initiatives with physicians, patients, pharmacists, and other allied health professionals.
Attend ongoing refresher training and specialized training for specific products or programs as appropriate.
Provide feedback on current protocols, databases, processes, and interdepartmental relationships.
Communicate case-management information to the manager, pod, and program-trained colleagues during planned absences.
Participate with managers in training new caseworkers, including shadowing and call monitoring.
Report all adverse events to the assigned units or departments.
Perform other duties, tasks, and projects as assigned.