Caseworker - Bilingual

Cencora•Quebec, QC

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. Responsibilities: 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. Provides other caseworker(s) assistance 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. With management, lead training of new caseworkers, including but not limited to shadowing & call monitoring. Regularly Interacts with insurance companies, physician' offices, and healthcare professionals to provide optimal reimbursement support Assists the patient with Clinic and Pharmacy selections, and schedules patient appointments Generates drug orders ensuring that required information is faxed to the pharmacy, and related parties Adherence to the general company processes. Telephone Support : Implementing call-centre 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. Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences. Responsible to 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.

Requirements

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 an asset
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 - 8pm)
Ability to apply critical thinking skills in order to solution problems
A Minimum of 2 years experience working for a patient support program
Experience working in a call center environment 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 in order to meet various competing work deadlines
Minimum University Degree in a related field or equivalent
Demonstrates a strong work ethic, is reliable and shows initiative to purse new skills
Advanced knowledge of pharmaceutical distribution industry
Working knowledge of automated warehouse operating system
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
Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients
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, team work, empathy, influencing others, adaptability.
Strong technical skills and ability to learn new software/databases quickly

Nice To Haves

experience in the medical, pharmaceutical and/or insurance industry is an asset
Bilingual in French and English: written and verbal is an asset
Experience working in a call center environment an asset

Responsibilities

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.
Provides other caseworker(s) assistance 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.
With management, lead training of new caseworkers, including but not limited to shadowing & call monitoring.
Regularly Interacts with insurance companies, physician' offices, and healthcare professionals to provide optimal reimbursement support
Assists the patient with Clinic and Pharmacy selections, and schedules patient appointments
Generates drug orders ensuring that required information is faxed to the pharmacy, and related parties
Adherence to the general company processes.
Implementing call-centre 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.
Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences.
Responsible to 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.

Benefits

medical
dental
vision care
comprehensive suite of benefits that focus on the 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
opportunities to participate in mentorship programs
employee resource groups
volunteer activities