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 poste s'inscrit dans le cadre des services d'accompagnement des patients et des professionnels de santé ainsi que des services de commercialisation pharmaceutique proposés par Cencora au Canada, par l'intermédiaire de notre division 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:

• Respecter les processus généraux de l’entreprise ainsi que toutes les politiques et procédures opérationnelles normalisées (PON/SOP) propres au programme. Administrer et suivre les protocoles de gestion de cas, notamment en soutenant l’accès des patients par l’inscription, le suivi clinique, la collecte de données, les suivis continus, l’éducation des patients et des aidants, la conformité au traitement, le suivi des interruptions ou cessations de traitement, la déclaration des événements indésirables et la liaison avec les professionnels de la santé primaires.

• Gérer les dossiers et la documentation du programme, en consignant avec exactitude toutes les activités dans la base de données propre au programme, tout en maintenant des dossiers à jour, complets et conformes aux processus et protocoles établis.

• Agir à titre de principal point de contact pour les patients ou les cliniques assignés, conformément au déroulement du programme.

• Coordonner les préférences de communication avec les contacts des sites ou cliniques.

• Gérer la ligne téléphonique du programme. Tous les programmes patients reposent sur des méthodes de gestion de cas et exigent un volume important d’appels sortants.

• Participer à des initiatives d’études de marché dans les secteurs pharmaceutique et biotechnologique impliquant des médecins, des patients, des pharmaciens ou d’autres professionnels de la santé.

• Participer aux formations de mise à jour continues ainsi qu’aux formations spécialisées sur des produits ou programmes spécifiques, selon les besoins établis par le gestionnaire.

• Fournir des observations concernant les protocoles actuels, les bases de données, les processus et les relations interservices.

• Assurer une communication claire avec le gestionnaire, l’équipe (pod) et les collègues formés au programme concernant la gestion des dossiers pendant les absences prévues.

• Participer, avec les gestionnaires, à la formation des nouveaux gestionnaires de cas, notamment par l’observation et l’écoute d’appels.

• Signaler tous les événements indésirables aux unités ou départements désignés.

• Effectuer toute autre tâche, responsabilité ou projet confié occasionnellement.

Responsibilities:

• Adherence to the general company processes and all program-specific policies/SOPs: Administer and adhere to case-management protocols, including supporting patient access through enrolment, clinical monitoring, data collection, on-going patient follow-up, patient/caregiver education, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;

• Managing program files and documentation, accurately recording all activities in program specific database while ensuring files remain current, complete and compliant based on program processes and protocols.

• Act as the primary contact for assigned patient caseloads or clinics in alignment with the program flow.

• Coordinate communication preferences with site contacts.

• Manage the program phone line, all patient programs are based on casework methods and include a significant amount of out-bound calls.

• Participate pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists or other allied health professionals;

• 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, tasks, and projects from time to time

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.

Full time

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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 email [email protected]. 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*

$45,900 CAD - 71,940 CAD

Affiliated Companies:

Affiliated Companies: Innomar Strategies