Gestionnaire de Cas, Bilingue /Bilingual Caseworker

Cencora • Quebec, NT

6d • CA$45,900 - CA$71,940

About The Position

This role supports Cencora’s patient and provider support and pharmaceutical commercialization services in Canada through Innomar Strategies. The Caseworker manages assigned projects and cases and provides telephone support to patients, healthcare professionals, and funding bodies. Support may address funding and access, including private, public, and special access programs, as well as compliance programs. Patient programs use casework methods and involve significant outbound calling.

The role administers case-management protocols, documents activities in program-specific databases, and supports patient follow-up, clinical monitoring, data collection, compliance, therapy disruption or discontinuation monitoring, adverse-event reporting, and liaison with primary healthcare providers. The Caseworker may also support pharmaceutical and biotechnology market research initiatives involving physicians, patients, pharmacists, and other allied health professionals. The position includes ongoing and specialized training, feedback on protocols and processes, case handoffs during absences, and participation in training new caseworkers.

The posting also includes HR service responsibilities: responding to routine HR inquiries, recording and tracking requests, researching and following up on cases, communicating resolutions, performing basic administrative transactions and data entry, verifying documents, and guiding associates toward self-service tools. Complex cases are escalated to appropriate specialists. The role is expected to meet performance measures related to call and case resolution, response speed, and quality, and may take on other duties as assigned.

Requirements

• Broad training in business administration, accounting, sales, marketing, computer sciences, or a similar field, typically obtained through a two-year associate degree or an equivalent combination of experience and education.
• At least one year of customer-service experience.
• Bilingual in French and English; Canadian French communication is specified in the skills section.
• Ability to multitask and strong attention to detail.
• Strong problem-solving skills.
• Working knowledge of Microsoft Word, Excel, and Outlook; the skills section also names PowerPoint and other Office programs.
• Ability to communicate effectively orally and in writing.
• Strong organizational and interpersonal skills and ability to meet deadlines.
• The posting’s French-language additional description states that a four-year bachelor’s degree or equivalent combination of experience and education is generally expected, and normally requires 1–3 years of related experience in a similar role or in HR administration or customer service.

Nice To Haves

• Bilingual French/English is identified as an asset in the education section, although bilingual ability is also stated as a skill requirement elsewhere in the posting.
• Experience in the medical and pharmaceutical field.
• Advanced knowledge of the pharmaceutical distribution industry.
• Working knowledge of an automated warehouse operating system.
• Strong business and financial acumen.
• Strong analytical and mathematical skills.
• Ability to establish and manage budgets and expenses.
• Excellent presentation and negotiation skills.
• Knowledge of ABC policies and procedures.

Responsibilities

• Manage assigned projects and/or cases and adhere to general company processes.
• Provide telephone support to patients, healthcare professionals, and funding bodies regarding funding and access issues and compliance programs.
• Administer and follow case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption or discontinuation monitoring, adverse-event reporting, and liaison with primary healthcare providers.
• Implement pharmaceutical and biotechnology market research initiatives involving physicians, patients, pharmacists, and other allied health professionals.
• Make outbound calls as part of patient programs.
• Document each activity in the program-specific database.
• Attend ongoing refresher training and specialized training for specific products or programs as appropriate.
• Provide feedback on protocols, databases, processes, and inter-departmental relationships.
• Communicate case-management information to the manager, pod, and trained program colleagues when anticipating an absence.
• Participate with managers in training new caseworkers, including shadowing and call monitoring.
• Report all adverse events to assigned units or departments.
• Respond to routine HR-related calls, emails, and customer requests; record inquiries and resolutions using case-management tools.
• Follow up with customers, research requests as needed, and keep them informed until resolution.
• Perform basic administrative processing and transaction approvals, data entry, and document verification; manage, scan, and process incoming and outgoing forms and information.
• Guide associates in using company practices and tools, including intranet, ESS, and MSS, to resolve questions through self-service.
• Escalate complex cases to the appropriate Level 2 specialist or Level 3 COE representative.
• Identify and resolve customer issues, anticipate needs, and provide relevant information to help customers complete their tasks.
• Meet performance measures for call resolution, average speed of answer, case response, and call and case quality.
• Perform other HR duties, projects, and tasks as assigned.

Benefits

• Medical, dental, and vision care.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family-building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs, professional development resources, and mentorship opportunities.
• Employee resource groups and volunteer activities.
• Resources supporting physical, emotional, financial, and social wellness.

What This Job Offers

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