Caseworker

Cencora•CAN > ON > Remote, ON

1d•CA$39,552 - CA$66,847•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. This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment. Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail. Assists reimbursement processes to enable timely, accurate, and consistent handling of coverage-related requests across customer operations and patient support workflows. Coordinates benefits-related documentation, case updates, follow-up activities, and reimbursement support communications to advance case progression. Resolves routine reimbursement issues, documentation gaps, and workflow exceptions to reduce delays and support access-related outcomes. Maintains accurate case records, reimbursement documentation, and system updates to support operational visibility, reporting readiness, and workflow control. Monitors reimbursement trends, recurring issues, and escalation indicators to support proactive issue resolution and service continuity. Works with internal and external stakeholders to align communications, clarify reimbursement requirements, and support case resolution. Contributes to process improvements, workflow updates, and operational readiness efforts that strengthen scalable and future-oriented reimbursement support services.

Requirements

High School Diploma/GED or equivalent experience required.
2+ years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field required.

Nice To Haves

Certification in reimbursement support, patient access, customer support, service management, customer relationship management systems, or process improvement preferred.

Responsibilities

The management of the assigned projects and/or cases.
Adherence to the general company processes
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.
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
Assists reimbursement processes to enable timely, accurate, and consistent handling of coverage-related requests across customer operations and patient support workflows.
Coordinates benefits-related documentation, case updates, follow-up activities, and reimbursement support communications to advance case progression.
Resolves routine reimbursement issues, documentation gaps, and workflow exceptions to reduce delays and support access-related outcomes.
Maintains accurate case records, reimbursement documentation, and system updates to support operational visibility, reporting readiness, and workflow control.
Monitors reimbursement trends, recurring issues, and escalation indicators to support proactive issue resolution and service continuity.
Works with internal and external stakeholders to align communications, clarify reimbursement requirements, and support case resolution.
Contributes to process improvements, workflow updates, and operational readiness efforts that strengthen scalable and future-oriented reimbursement support services.