Gestionnaire de cas bilingue /Bilingual Caseworker

Cencora • Quebec, NT

2d • 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 provides information and ongoing assistance to patients and healthcare providers regarding patient support services, diseases, therapies, and medication access, using manufacturer-provided materials and product monographs. The role coordinates patient cases and treatment logistics, documents and updates electronic patient records, monitors patient journeys and therapy interruptions, and works with healthcare providers, pharmacies, clinics, reimbursement specialists, physicians, and clients to facilitate access to therapy. The caseworker follows program protocols, supports patient adherence, reports adverse events, and may assist with training new Nurse Case Managers. Other duties may be assigned, and standby or on-call availability may be required.

Requirements

• High school diploma/GED or equivalent experience.
• At least two years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field.
• At least one year of customer service experience.
• Bilingual in French and English.
• Strong customer service skills.
• Action-oriented, proactive, forward-thinking, and solution-focused approach to problem-solving.
• Ability to multitask and consistently meet deadlines.
• Effective oral and written communication skills.
• Effective interpersonal and organizational skills, with attention to detail.
• Excellent problem-solving skills and ability to resolve issues effectively and efficiently.
• Knowledge of Microsoft Word, Excel, Outlook, PowerPoint, and other Office programs.

Nice To Haves

• Certification in reimbursement support, patient access, customer support, service management, customer relationship management systems, or process improvement.
• Experience in the medical or pharmaceutical field.

Responsibilities

• Provide patients and healthcare providers with information about patient support services, specific diseases, and therapies using manufacturer-provided materials and product monographs.
• Assist patients and caregivers with assessments related to patient support services.
• Act as a liaison between patients, families, and healthcare providers regarding medication access.
• Respond to general inquiries about program services, disease states, and products based on provided materials.
• Provide ongoing support for disease-state and product-related questions to encourage patient adherence.
• Refer patients to their healthcare providers for clinical questions outside the scope of program materials.
• Document patient information and interactions in the electronic patient record.
• Review and update patient files to reflect each patient’s journey.
• Follow case-management protocols, including data collection, patient follow-up, monitoring therapy disruptions or discontinuations, adverse-event reporting, and liaison with primary healthcare providers.
• Collaborate with reimbursement specialists and physicians to secure therapy funding and explore alternative funding options.
• Coordinate and track patient services in accordance with KPIs to expedite access to therapy.
• Participate in specialized training sessions for specific therapies provided by the pharmaceutical team.
• Attend pharmaceutical and patient meetings and conferences, and work with patient associations and advocacy groups as needed.
• Coordinate treatment logistics and resolve issues with healthcare providers, pharmacies, and infusion or injection clinics.
• Maintain clear communication with the manager, team, and client about patient-case management.
• Assist in training new Nurse Case Managers and provide feedback on protocols, databases, processes, and interdepartmental processes.
• Report adverse events and severe adverse events according to program procedures.
• Perform other duties and tasks as required; may be required to be on standby or on call.

Benefits

• Medical, dental, and vision care.
• Benefits supporting physical, emotional, financial, and social wellness.
• 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.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED