Caseworker

Cencora

11d

About The Position

This posting is intended to fill an existing vacancy for our Caseworker role. The Caseworker will manage assigned projects and/or cases, adhering to general company processes. This role involves telephone support, implementing call-centre programs, and providing support to patients, healthcare professionals, and funding bodies regarding funding and access issues, including private, public, and special access programs, as well as compliance programs. The Caseworker will 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. The role also includes implementing pharmaceutical and biotechnology related market research initiatives and documenting all activities in a program-specific database. The Caseworker will participate in ongoing refresher and specialized training, provide feedback on protocols and processes, communicate case management during absences, and assist in training new caseworkers. Reporting all Adverse Events to assigned units/departments is also a key responsibility. Other duties and tasks may be assigned as required.

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
• Ability to multitask
• Attention to detail
• Strong Problem solving skills
• Working knowledge of Word, Excel and Outlook
• 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 communicate effectively both orally and in writing
• 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
• The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

Nice To Haves

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

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.
• Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
• Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree