Caseworker - 12 month contract

Cencora

2d•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 Caseworker will manage assigned projects and/or cases, adhering to general company processes. Responsibilities include providing telephone support for call-centre programs, assisting patients, healthcare professionals, and funding bodies with funding and access issues, compliance programs, and therapy adherence. The role involves administering case-management protocols, including clinical monitoring, data collection, patient follow-up, adverse event reporting, and liaison with healthcare providers. Additionally, the Caseworker will implement market research initiatives, document activities in a database, participate in training, provide feedback on processes, communicate case management during absences, assist in training new caseworkers, and report all Adverse Events. The role may also include other assigned duties.

Requirements

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
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. 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