Caseworker - Bilingual

Cencora•Quebec, ON

5d•CA$44,300 - CA$68,090•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. The management of the assigned projects and/or cases. 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. 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 foreseen absences. With the managers, participate in the training process of new caseworkers, including but not limited to shadowing & call monitoring. Responsible to report all Adverse Events to the assigned units/departments The Caseworker will also be assigned other duties and tasks as required from time to time

Requirements

Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education.
A minimum of one (1) year experience in customer service
Bilingual (French/ English) an asset
Ability to multitask
Attention to detail
Strong Problem solving skills
Experience in the medical and pharmaceutical field is an asset.
Working knowledge of Word, Excel and Outlook
Ability to communicate effectively both orally and in writing
Bilingual in English and Canadian French
Strong sense of organization; attention to detail
Ability to establish and manage budgets and expenses
Excellent interpersonal skills
Excellent leadership skills
Excellent presentation skills
Excellent negotiation skills
Thorough knowledge of ABC policies and procedures
Excellent computer skills to effectively use company systems and programs; knowledge of Microsoft Word, Excel, and PowerPoint.
Advanced knowledge of pharmaceutical distribution industry
Working knowledge of automated warehouse operating system
Strong business and financial acumen
Strong analytical and mathematical skills
Effective interpersonal and leadership skills
Effective organizational skills; attention to detail
Ability to consistently meet deadlines
Excellent problem-solving skills; ability to resolve issues effectively and efficiently
Excellent presentation skills
Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs

Nice To Haves

Bilingual (French/ English) an asset
Experience in the medical and pharmaceutical field is an asset.

Responsibilities

Provide a first point of contact for client calls, emails, and requests (i.e., associates, managers, candidates, dependents) to answer questions, resolve issues, and respond to requests related to the vast HR processes and systems.
Record inquiries and requests, communicate resolutions, and update records using case management tools.
Follow up with clients and conduct additional research as needed.
Maintain communication with the client until the request is resolved, including informing them of the status and resolution of their request.
Provide accurate, consistent, and timely responses to inquiries related to HR processes, systems, and policies that are considered common inquiries 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 (e.g., Intranet, ESS, MSS) to encourage them to resolve their inquiries themselves using ESS (Employee Self-Service) and MSS (Manager Self-Service).
Transfer complex cases requiring interpretation to the appropriate Level 2 specialist or, if necessary, to the Level 3 COE representative.
Provide documentation support by managing incoming and outgoing forms, information, etc.; perform document scanning.
Work to develop a thorough understanding of client needs.
Identify and resolve client issues and anticipate their potential needs by explaining/suggesting/providing additional information that the client needs to know in order to successfully complete their tasks.
Meet key performance metrics such as call resolution, average handle time, case response, case and call quality.
Perform various HR tasks/projects as assigned.
Manage assigned projects and/or cases.
Adhere to general company processes.
Implement call-centre programs including providing telephone support to patients, healthcare professionals, and funding bodies.
Focus on funding and access issues, including private, public, and special access programs, and compliance programs.
Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers.
Implement pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists, or other allied health professionals.
Document each activity in a program-specific database.
Participate and attend ongoing refresher training and specialized training courses for specific products or programs as deemed appropriate by the manager.
Provide feedback regarding current protocols, databases, processes, and inter-departmental relationships.
Communicate clearly to manager, pod, and program-trained colleagues regarding case management during foreseen absences.
Participate in the training process of new caseworkers, including shadowing and call monitoring.
Report all Adverse Events to the assigned units/departments.

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