Gestionnaire de cas bilingue/Bilingual Caseworker

Cencora • Saanich, ON

3d • CA$39,936 - CA$67,496 • 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.

Ce poste s'inscrit dans le cadre des services d'accompagnement des patients et des professionnels de santé ainsi que des services de commercialisation pharmaceutique proposés par Cencora au Canada, par l'intermédiaire de notre division Innomar Strategies.

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
• 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
• Capacité de communiquer efficacement à la fois oralement et par écrit
• Bilingue en anglais et en français canadien
• Sens aigu de l’organisation; souci du détail
• Capacité à établir et à gérer des budgets et des dépenses
• Excellentes aptitudes en relations interpersonnelles
• Excellentes compétences en matière de leadership
• Excellentes compétences en matière de présentation
• Excellentes capacités de négociations
• Connaissance approfondie des politiques et procédures d’ABC
• Excellentes compétences informatiques afin de pouvoir utiliser efficacement les systèmes et programmes de l’entreprise; connaissance de Microsoft Word, Excel et PowerPoint.
• 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

• Provide first point of contact for client inquiries, emails, and requests (i.e., associates, managers, candidates, dependents) to answer questions, resolve issues, and respond to requests related to vast HR processes and systems.
• Record inquiries and requests, communicate resolutions, and update records using case management tools.
• Follow up with clients and perform additional research as needed.
• Maintain communication with the client until the request is resolved, including informing them of the status and resolution of their request.
• Provide accurate, consistent, and timely responses to inquiries related to HR processes, systems, and policies that are considered common requests and require limited research.
• Perform basic administrative processing and transaction approval, data entry, and verification of required documents.
• Educate associates on company practices and tools (i.e., Intranet, ESS, MSS) to encourage them to resolve their inquiries themselves using ESS (Employee Self-Service) and MSS (Manager Self-Service).
• Escalate complex cases requiring interpretation to the appropriate Level 2 specialist or, if necessary, to the Level 3 COE representative.
• Provide documentation support by managing incoming and outgoing forms, information, etc.; perform document scanning.
• Work to develop a thorough understanding of client needs.
• Identify and resolve client issues and anticipate their potential needs by explaining/suggesting/providing additional information that the client needs to know in order to successfully accomplish their tasks.
• Meet key performance metrics such as call resolution, average speed of answer, case response, case and call quality.
• Perform various HR tasks/projects as assigned.
• 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. 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

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.

What This Job Offers

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