Gestionnaire de cas bilingue /Bilingual Caseworker

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

Ce rôle soutient les services d’assistance aux patients et aux prestataires ainsi que la commercialisation pharmaceutique de Cencora au Canada, commercialisés via notre entreprise Innomar Strategies.

This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

Responsabilités:

• S’assurer que l’équipe de développement d’applications offre un service de développement professionnel, axé sur le client et de grande qualité, conformément à la portée et aux niveaux de services convenus. 
• Faciliter le perfectionnement professionnel des membres de l’équipe pour accroître leurs compétences et promouvoir la polyvalence. 
• Fournir du soutien et de l’encadrement aux membres de l’équipe de développement d’applications pour s’assurer que tous les objectifs sont atteints et les engagements remplis, conformément aux attentes, ententes et normes. 
• Maintenir et continuellement améliorer les méthodes et les normes de livraison des applications et des logiciels pour tous les projets. 
• S’assurer que les processus de gestion de la qualité des activités de l’équipe sont suivis et que toutes les applications développées et supportées sont robustes, pleinement testées, de grande qualité et adaptées à l’usage prévu. 
• Élaborer et maintenir des relations professionnelles crédibles avec les principales parties prenantes internes, y compris les tierces parties intéressées et les fournisseurs stratégiques. 
• Recommander des améliorations des processus, des outils et normes ainsi que de la qualité générale du travail produit par l’équipe de développement d’applications et participer à leur mise en œuvre. 
• Gérer les activités de contrôle des versions, de configuration et de gestion des défectuosités pour tous les codes développés. 
• Diriger le personnel de développement d’applications et les principaux utilisateurs pour la définition, l’approbation et la mise en œuvre de plans d’essais pour les fonctions nouvelles et modifiées et documenter les résultats.

Responsibilities:

• Provide support to patients and health care providers by offering information on the Patient Support services, specific diseases, and therapies based on manufacturer provided materials and product monograph;
• Assist patients and caregivers in conducting assessments related to Patient Support services;
• Act as a liaison between patients, families and health care providers related to medication access.    
• Address general inquiries regarding program services, disease states, or product related queries based on provided materials;
• Offer continuous support on disease states or product-related questions to ensure patient adherence;
• Refer the patient to their healthcare providers for clinical questions beyond program materials; 
• Document patient information and interactions within the electronic patient record;
• Conduct ongoing file review and updates to reflect patient journey;
• Follow case-management protocols, including data collection, patient follow-up, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;
• Collaborate with the reimbursement specialist and the physician to secure funding for their patient’s therapies and explore alternative funding options;
• Ensure patient services are coordinated and tracked, according to KPI’s, resulting in expedited access to therapy;
• Participate in specialized training sessions for specific therapies provided by the pharmaceutical team;
• Attend pharmaceutical meetings, patient meetings, conferences, and work with patient associations and advocacy groups as needed ;
• Coordinate with health care providers, pharmacies and infusion/injection clinics for treatment logistics and issue resolution;
• Maintain clear communication with the manager, team and the client regarding the management of patient cases;
• Assist in the training process of new Nurse Case Managers and provide feedback on protocols, databases, processes and inter-departmental processes;
• Report Adverse Events / Severe Adverse Events following program procedures;
• The Nurse Case Manager will also be assigned other duties and tasks as required from time to time. May be required to be on standby/ on call as part of this role.

Formation et experience:

• Diplôme d’études secondaires (DES/GED) ou expérience équivalente requis. Minimum de deux (2) années d’expérience en soutien au remboursement, services aux patients, opérations de service à la clientèle, services de soutien en soins de santé, coordination de cas, soutien aux réclamations ou dans un domaine connexe. Une certification en soutien au remboursement, accès aux patients, service à la clientèle, gestion des services, systèmes de gestion de la relation client (CRM) ou amélioration des processus est considérée comme un atout.
• Minimum d’une (1) année d’expérience en service à la clientèle.
• Bilinguisme (français et anglais) requis.
• Expérience dans les domaines médical et pharmaceutique considérée comme un atout.

Education:

• High School Diploma/GED or equivalent experience required. 2+ years of experience in reimbursement support, patient services, customer operations, healthcare support services, case coordination, claims support, or a related field required. Certification in reimbursement support, patient access, customer support, service management, customer relationship management systems, or process improvement preferred.
• A minimum of one (1) year experience in customer service 
• Bilingualism (French/ English) is required 
• Experience in the medical and pharmaceutical field is an asset.

Compétences et Connaissances:

• Capacité de communiquer efficacement à la fois oralement et par écrit  

• Bilingue en anglais et en français canadien  

• Sens aigu de l’organisation; souci du détail 

• Capacité à établir et à gérer des budgets et des dépenses 

• Excellentes aptitudes en relations interpersonnelles 

• Excellentes compétences en matière de leadership 

• Excellentes compétences en matière de présentation 

• Excellentes capacités de négociations 

• Connaissance approfondie des politiques et procédures d’ABC 

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

Skills and Knowledge:

• Strong customer service
• exhibit an action-oriented mindset, proactive and forward-thinking, and solution-focused problem solver.
• Ability to multitask
• Ability to communicate effectively both orally and in writing 
• Effective interpersonal, organizational skills; attention to detail 
• Ability to consistently meet deadlines 
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently 
• Knowledge of Microsoft Word, Excel, Outlook, PowerPoint and other Office Programs 

The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers 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.

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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.

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