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Bilingual Caseworker

🇨🇦 Canada

Management

Marketing

Finance

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Recruitment

Excel

$44,300 - 68,090 CAD

Bilingual Caseworker

from 🇨🇦 Canada

$44,300 - 68,090 CAD

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

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:

  • The management of the assigned projects and/or cases.

  • Adherence to the general company processes

  • Telephone support:

    • 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

Responsabilités:

  • Fournir un premier point de contact pour les appels, les courriels et les demandes des clients (c.-Ă -d. associĂ©s, gestionnaires, candidats, personnes Ă  charge) afin de rĂ©pondre aux questions, de rĂ©soudre les problèmes et de rĂ©pondre aux demandes liĂ©es aux vastes processus et systèmes des RH. 

  • Enregistrer les questions et les demandes, communiquer les rĂ©solutions et mettre Ă  jour les dossiers Ă  l’aide d’outils de gestion des cas. 

  • Assurer le suivi des clients et effectuer des recherches supplĂ©mentaires si nĂ©cessaire. 

  • Maintenir la communication avec le client jusqu’à ce que la demande soit rĂ©solue, notamment en l’informant de l’état d’avancement et de la rĂ©solution de sa demande. 

  • Fournir des rĂ©ponses prĂ©cises, cohĂ©rentes et opportunes aux demandes relatives aux processus, aux systèmes et aux politiques des RH qui sont considĂ©rĂ©es comme des demandes courantes et qui nĂ©cessitent des recherches limitĂ©es. 

  • Effectuer le traitement administratif de base et l’approbation des transactions, la saisie des donnĂ©es et la vĂ©rification des documents requis. 

  • Renseigner les associĂ©s sur les pratiques et les outils de l’entreprise (c.-Ă -d. Intranet, ESS, MSS) pour les encourager Ă  rĂ©soudre eux-mĂŞmes leurs questions en utilisant l’ESS (Libre Service pour les associĂ©s) et le MSS (Libre Service pour les gestionnaires). 

  • TransfĂ©rer les cas complexes nĂ©cessitant une interprĂ©tation au spĂ©cialiste de niveau 2 appropriĂ© ou, si nĂ©cessaire, au reprĂ©sentant du COE de niveau 3. 

  • Fournir un soutien documentaire en gĂ©rant les formulaires entrants et sortants, les informations, etc.; effectuer la numĂ©risation de documents. 

  • Travailler Ă  dĂ©velopper une comprĂ©hension approfondie des besoins des clients. 

  • Identifier et rĂ©soudre les problèmes des clients et anticiper leurs Ă©ventuels besoins en expliquant/suggĂ©rant/fournissant des renseignements supplĂ©mentaires que le client doit connaĂ®tre afin d’accomplir ses tâches avec succès. 

  • Satisfaire aux principales mesures de rendement comme la rĂ©solution des appels, la vitesse moyenne de rĂ©ponse, la rĂ©ponse aux dossiers, la qualitĂ© des dossiers et des appels. 

  • Effectuer diverses tâches/projets pour les RH selon les tâches assignĂ©es. 

Education:

  • Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciencesorsimilarvocationsgenerallyobtainedthroughcompletionofatwo-yearassociate'sdegreeprogram or equivalent combination of experience and education. 

  • A minimum of one (1) year experience in customerservice 

  • Bilingual (French/English)an asset 

  • Ability tomultitask 

  • Attention todetail 

  • StrongProblem solvingskills 

  • Experience in the medical and pharmaceutical field is anasset. 

  • Working knowledge of Word,Excel andOutlook 

Niveau d’éducation:

Une formation générale dans des domaines comme l’administration des affaires, la comptabilité, les ventes, le marketing, l’informatique ou des domaines similaires, généralement acquise au terme d’un programme de quatre ans avec obtention d’un baccalauréat ou d’une combinaison équivalente d’expérience et de formation. Normalement, une expérience connexe de 1 à 3 ans dans un rôle similaire ou dans un rôle d’administration des RH ou de service à la clientèle est requise. 

 

 

Skills and Knowledge:

  • Advanced knowledge of pharmaceutical distributionindustry 

  • Working knowledge of automated warehouse operatingsystem 

  • Strong business and financialacumen 

  • Strong analytical and mathematicalskills 

  • Ability to communicate effectively both orally and inwriting 

  • Effective interpersonal and leadershipskills 

  • Effective organizational skills; attention todetail 

  • Ability to consistently meetdeadlines 

  • Excellent problem-solvingskills; ability to resolve issues effectively andefficiently 

  • Excellent presentationskills 

  • Knowledge of Microsoft Word, Excel,PowerPoint and other OfficePrograms 

Compétences et Connaissances:

  • CapacitĂ© de communiquer efficacement Ă  la fois oralement et par Ă©crit  

  • Bilingue en anglais et en français canadien  

  • Sens aigu de l’organisation; souci du dĂ©tail 

  • CapacitĂ© Ă  Ă©tablir et Ă  gĂ©rer des budgets et des dĂ©penses 

  • Excellentes aptitudes en relations interpersonnelles 

  • Excellentes compĂ©tences en matière de leadership 

  • Excellentes compĂ©tences en matière de prĂ©sentation 

  • Excellentes capacitĂ©s de nĂ©gociations 

  • Connaissance approfondie des politiques et procĂ©dures d’ABC 

  • Excellentes compĂ©tences informatiques afin de pouvoir utiliser efficacement les systèmes et programmes de l’entreprise; connaissance de Microsoft Word, Excel et PowerPoint

 

ThesuccessfulcandidatemayhavedailycontactswithunilingualEnglish-speakingcustomers,patientsorpeers from cross-functional teams. 

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses 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. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Full time

.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or emailhrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

AmerisourceBergen is committed to fair and accessible employment practices. When requested, AmerisourceBergen will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

Salary Range*

$44,300 CAD - 68,090 CAD

Affiliated Companies:

Affiliated Companies: Innomar Strategies
by @maxrusakovic