Personal Care Specialist - 12 Months Contract
About The Position
This role serves as the consistent and expert primary contact for patients, guiding and supporting them through reimbursement, copay management, and pharmacy coordination across all phases of their medication journey. The specialist will communicate directly with patients to gather information, educate them on program services (including injection training, pharmacy options, and coverage support), and empower them to navigate their therapy. This position involves coordinating and maintaining prescription coverage and renewals, interacting regularly with pharmacies, insurance companies, and other partners to resolve obstacles and ensure timely access to medication. Collaboration with Field Case Managers (FCMs) and the broader care network is essential for seamless onboarding and ongoing patient support. The role requires adapting services for diverse clinic and pharmacy models, connecting with preferred pharmacy teams and biologic coordinators as required by territory. Anticipating potential challenges, proactively problem-solving, and providing tailored guidance and support for each patient are key. The specialist will also manage adverse event reporting and undertake additional program support or ad hoc duties as assigned.
Requirements
- Bilingualism (English/French) is an asset (requirement for province of Quebec)
- Experience in customer service setting
- Strong written and verbal communication skills in English and French (for Quebec/New Brunswick)
- Ability to manage multiple priorities and adapt to change and ambiguity
- Proficiency with Microsoft Office and confidence using technology
- Commitment to continuous improvement and adherence to program standards
Nice To Haves
- Post-secondary education certificate, diploma, or degree (preferred)
- Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support (asset)
- Knowledge of medical information, CRM systems (Salesforce), and pharmacy operations (preferred)
Responsibilities
- Serve as the consistent and expert primary contact for patients, guiding and supporting them through reimbursement, copay management, and pharmacy coordination.
- Communicate directly with patients to gather information, educate on program services, and empower them to navigate their therapy.
- Coordinate and maintain prescription coverage and renewals, interacting with pharmacies, insurance companies, and other partners.
- Collaborate with Field Case Managers (FCMs) and the broader care network to deliver seamless onboarding and ongoing patient support.
- Adapt services for diverse clinic and pharmacy models, connecting with preferred pharmacy teams and biologic coordinators.
- Anticipate potential challenges, proactively problem-solve, and provide tailored guidance and support for each patient.
- Manage adverse event reporting and take on additional program support or ad hoc duties as assigned.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
