Coordinator, Patient Support & Services
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. 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.
Requirements
- High School Diploma/GED or equivalent experience required.
- 2+ years of experience in customer operations, customer service, patient support services, case coordination, service operations, order management, or a related field required.
Nice To Haves
- Certification in customer service, patient access, scheduling systems, customer relationship management systems, or healthcare administration preferred.
Responsibilities
- Coordinates standard and selected non-routine patient and customer support requests to enable timely resolution, service continuity, and consistent experience outcomes.
- Supports case intake, documentation, and follow-through activities to maintain accurate records and effective service progression.
- Monitors service workflows, queue activities, and transaction quality to identify delays, reduce errors, and improve operational consistency.
- Collaborates with internal stakeholders, external partners, and service providers to resolve inquiries, remove barriers, and support access to services.
- Maintains data integrity across service systems and reporting tools to support informed decision-making and reliable operational execution.
- Escalates complex issues, service risks, and unresolved exceptions to support timely intervention and continuity of care or service.
- Drives workflow improvements and digital process adoption to strengthen future-ready support operations and service efficiency.
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
- backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- training programs
- professional development resources
- opportunities to participate in mentorship programs
- employee resource groups
- volunteer activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
