Gestionnaire de Cas Bilingue/Bilingual Caseworker

Cencora•Quebec, ON

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. Responsibilities: Provide first point of contact for client inquiries (i.e. associates, managers, candidates, dependents) via phone, email and web inquiries to answer questions, resolve issues and respond to requests related to broad HR processes and systems. Log 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 inquiries and require limited research. Perform basic administrative processing and transaction approval, data entry and verification of required documentation. 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 complete 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. Responsibilities: Referral coordination (clinical trials or lab testing services projects) which includes data entry, collaboration with nursing, BAM, scheduling to booking of appointment, ensuring nurse training & supplies in place to conduct the service(s), follow up post appointment completion with healthcare providers, customers, etc. Training which includes recipient of training and delivery of training to nurses or other stakeholders on specific clinical trial protocols/lab testing procedures through telephone consultations and/or web-based meetings/training sessions within their geographical area or across Canada Clinical Trials coordination between client/manufacturer/principle investigator(PI) sites and all Innomar stakeholders involved in the delivery of Innomar services for that clinical trial project which may include the following; study nurse approvals, nurse travel proposals, study supplies/equipment, visit scheduling/confirmations, provision of visit data to all relevant parties in a timely manner, receiving and tracking all PI orders/documents for the delegated services, and forwarding on to relevant nurse, etc.) handling coordination of these day-to-day activities in collaboration with team members. Track, report and escalate issues to appropriate team members and managers for both Clinical trials & lab collection services. Acts as a resource providing remote clinical guidance to all Field Nurses regarding Clinical trial standard operating procedures, protocols, best practices, in real time patient care delivery with a focus on Good Clinical Practices and trial protocol adherence. Lab testing coordination between client/ manufacturer /patient support programs and all Innomar stakeholders involved in the delivery of Innomar services for that lab testing project, as well as remote nurse lab test guidance with process and guidance for different lab test collection services and ensuring all lab information is updated and available to the Field Nurses to access and reference. Post services reporting and billing activities related to the services in close collaboration/oversight by Senior Manager and accounting/BI Adherence to the general company processes. In additional the Caseworker may also be assigned other duties and tasks as required from time to time.

Requirements

Bilingual in English and Canadian French
Strong organizational skills; with strong attention to detail
Ability to establish and manage budgets and expenses
Excellent interpersonal skills
Excellent leadership skills
Excellent presentation skills
Excellent negotiation skills
Thorough knowledge of ABC policies and procedures
Excellent computer skills to effectively use company systems and programs; knowledge of Microsoft Word, Excel and PowerPoint
Advanced knowledge in medical / pharmaceutical industry
Working knowledge of Clinical trials and/or laboratory services
Strong business and financial acumen
Strong analytical and mathematical skills
Ability to communicate effectively both orally and in writing
Effective interpersonal and leadership skills
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

Responsibilities

Provide first point of contact for client inquiries (i.e. associates, managers, candidates, dependents) via phone, email and web inquiries to answer questions, resolve issues and respond to requests related to broad HR processes and systems.
Log 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 inquiries and require limited research.
Perform basic administrative processing and transaction approval, data entry and verification of required documentation.
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 complete 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.
Referral coordination (clinical trials or lab testing services projects) which includes data entry, collaboration with nursing, BAM, scheduling to booking of appointment, ensuring nurse training & supplies in place to conduct the service(s), follow up post appointment completion with healthcare providers, customers, etc.
Training which includes recipient of training and delivery of training to nurses or other stakeholders on specific clinical trial protocols/lab testing procedures through telephone consultations and/or web-based meetings/training sessions within their geographical area or across Canada
Clinical Trials coordination between client/manufacturer/principle investigator(PI) sites and all Innomar stakeholders involved in the delivery of Innomar services for that clinical trial project which may include the following; study nurse approvals, nurse travel proposals, study supplies/equipment, visit scheduling/confirmations, provision of visit data to all relevant parties in a timely manner, receiving and tracking all PI orders/documents for the delegated services, and forwarding on to relevant nurse, etc.) handling coordination of these day-to-day activities in collaboration with team members.
Track, report and escalate issues to appropriate team members and managers for both Clinical trials & lab collection services.
Acts as a resource providing remote clinical guidance to all Field Nurses regarding Clinical trial standard operating procedures, protocols, best practices, in real time patient care delivery with a focus on Good Clinical Practices and trial protocol adherence.
Lab testing coordination between client/ manufacturer /patient support programs and all Innomar stakeholders involved in the delivery of Innomar services for that lab testing project, as well as remote nurse lab test guidance with process and guidance for different lab test collection services and ensuring all lab information is updated and available to the Field Nurses to access and reference.
Post services reporting and billing activities related to the services in close collaboration/oversight by Senior Manager and accounting/BI
Adherence to the general company processes.
In additional the Caseworker may also be assigned other duties and tasks as required from time to time.