Caseworker - 12 months contract

Cencora•CAN > ON > Remote, ON

23h•Onsite

About The Position

The management of assigned projects and/or cases, adhering to general company processes. This role involves telephone support, implementing call-centre programs, and providing patients, healthcare professionals, and funding bodies with telephone support. Current assistance lines focus on 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 with healthcare professionals. All patient programs are based on casework methods and include a significant amount of outbound calls. Activities are documented in a program-specific database. The Caseworker will participate in ongoing refresher training and specialized training courses, provide feedback on protocols and processes, and communicate case management status during absences. They will also participate in training new caseworkers and are responsible for reporting all Adverse Events. Other duties 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.

Nice To Haves

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

Responsibilities

Management of assigned projects and/or cases.
Adherence to 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.