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 de soutien aux patients et aux prestataires ainsi que les services de commercialisation pharmaceutique de Cencora au Canada, offerts par l’entremise 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: Travailler en étroite collaboration avec les patients assignés afin d’identifier diverses options de couverture de remboursement et d’explorer des solutions financières pour ceux n’ayant pas d’assurance. Contribuer au coaching et au mentorat des membres actuels de l’équipe. Gérer un portefeuille de patients plus important que celui des autres gestionnaires de cas. Agir en tant qu’expert en remboursement pour le territoire de cas attribué. Fournir un soutien aux autres gestionnaires de cas pour les dossiers complexes liés au remboursement, aux assurances, à la vérification des prestations, aux autorisations spéciales et aux demandes d’appel. Participer à des projets spéciaux assignés par le/la gestionnaire de programme. Offrir un soutien quotidien aux gestionnaires de programme adjoints. Aider la direction dans la préparation de divers rapports et tâches liées aux programmes. Collaborer avec la direction pour développer les protocoles de programme et les procédures opérationnelles normalisées (SOP) pour le rôle de gestionnaire de cas. Avec la direction, encadrer la formation des nouveaux gestionnaires de cas, y compris l’observation (shadowing) et l’écoute d’appels. Interagir régulièrement avec les compagnies d’assurance, les cabinets médicaux et les professionnels de la santé afin d’offrir un soutien optimal en matière de remboursement. Aider les patients dans le choix des cliniques et des pharmacies et planifier leurs rendez-vous. Générer les commandes de médicaments en s’assurant que les informations requises sont transmises à la pharmacie et aux parties concernées. Respecter les processus généraux de l’entreprise. Soutien téléphonique: Mettre en œuvre des programmes de centre d’appels incluant un soutien téléphonique aux patients, aux professionnels de la santé et aux organismes de financement, notamment pour : Les enjeux de financement et d’accès, incluant les programmes privés, publics et d’accès spécial ; Les programmes d’observance thérapeutique. Administrer et respecter les protocoles de gestion de cas, incluant : Le suivi clinique La collecte de données Le suivi continu des patients L’observance thérapeutique Le suivi des interruptions ou cessations de traitement La déclaration des événements indésirables La liaison avec les professionnels de la santé primaires Mettre en œuvre des initiatives d’études de marché liées aux secteurs pharmaceutique et biotechnologique auprès des médecins, patients, pharmaciens et autres professionnels de la santé. Effectuer un volume important d’appels sortants dans le cadre des programmes patients basés sur des méthodes de gestion de cas. Documenter chaque activité dans la base de données spécifique au programme. Participer à des formations continues de mise à niveau ainsi qu’à des formations spécialisées sur des produits ou programmes spécifiques, selon les besoins identifiés par le gestionnaire. Assurer une communication claire avec le gestionnaire, l’équipe (pod) et les collègues formés au programme concernant la gestion des dossiers lors d’absences prévues. Responsable de signaler tous les événements indésirables aux unités/départements assignés. Le/la gestionnaire de cas principal(e) peut également se voir confier d’autres tâches et responsabilités au besoin. Responsibilities: Working closely with assigned patients’ to identify various reimbursement coverage options and investigate financial options for those without insurance. Assist with the coaching and mentoring of existing team members. Manage a patient caseload larger than their caseworker counterparts. Be a reimbursement expert in assigned caseload territory. Provides other caseworker(s) assistance with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests. Participate in special projects as assigned by the Program Manager. Provide daily support to Associate Program Manager(s) Assist management with various reports and program related tasks. Work with management to develop program protocol and SOP for Caseworker role. With management, lead training of new caseworkers, including but not limited to shadowing & call monitoring. Regularly Interacts with insurance companies, physician' offices, and healthcare professionals to provide optimal reimbursement support Assists the patient with Clinic and Pharmacy selections, and schedules patient appointments Generates drug orders ensuring that required information is faxed to the pharmacy, and related parties 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. Clear communication to manager, pod, and program trained colleagues regarding the management of cases during foreseen absences. Responsible to report all Adverse Events to the assigned units/departments The Senior Caseworker will also be assigned other duties and tasks as required from time to time. Expérience : Minimum de deux (2) ans d’expérience en service à la clientèle; une expérience dans les domaines médical, pharmaceutique et/ou des assurances est un atout Bilinguisme (français et anglais) à l’oral et à l’écrit, un atout Excellente capacité d’organisation et grand souci du détail Maîtrise des applications Microsoft (Outlook, Word, Excel et PowerPoint) Flexibilité pour travailler selon des horaires variables (heures d’ouverture de 8 h à 20 h) Capacité à faire preuve d’esprit critique afin de résoudre des problèmes Minimum de 2 ans d’expérience au sein d’un programme de soutien aux patients Expérience dans un environnement de centre d’appels, un atout Excellentes compétences en communication et en relations interpersonnelles, à l’oral et à l’écrit, incluant une bonne étiquette téléphonique avec divers interlocuteurs (interne, professionnels de la santé et patients) Capacité démontrée à gérer son temps, établir des priorités et effectuer plusieurs tâches afin de respecter des échéances concurrentes Diplôme universitaire minimum dans un domaine connexe ou équivalent Experience: A minimum of two (2) years experience in customer service; experience in medical, pharmaceutical and/or insurance industry is an asset Bilingual in French and English: written and verbal is an asset Highly organized with strong attention to detail Strong proficiency in Microsoft applications (Outlook, Word, Excel & PowerPoint) Flexibility in working shifts (hours of operation are 8 am - 8pm) Ability to apply critical thinking skills in order to solution problems A Minimum of 2 years experience working for a patient support program Experience working in a call center environment an asset Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients Proven ability to manage time, set priorities and multi-task in order to meet various competing work deadlines Minimum University Degree in a related field or equivalent Compétences et connaissances : Fait preuve d’une solide éthique de travail, est fiable et démontre de l’initiative pour acquérir de nouvelles compétences Connaissance approfondie du secteur de la distribution pharmaceutique Connaissance pratique des systèmes automatisés d’exploitation d’entrepôt Solide sens des affaires et compréhension financière Fortes aptitudes analytiques et mathématiques Capacité à travailler dans un environnement dynamique et à respecter les échéances de façon constante Capacité à communiquer efficacement à l’oral et à l’écrit – entièrement bilingue Excellentes compétences en communication et en relations interpersonnelles, incluant une étiquette téléphonique efficace auprès de publics variés Compétences efficaces en relations interpersonnelles et en leadership Solides compétences organisationnelles et souci du détail Excellentes aptitudes en résolution de problèmes, avec une capacité à résoudre les enjeux efficacement et de manière efficiente Excellente maîtrise de Microsoft Word, Excel, PowerPoint et autres programmes Office Excellentes compétences en leadership et en formation Connaissance approfondie des programmes de soutien aux patients Personne responsable, fiable et ponctuelle Solides compétences en résolution de problèmes et expérience dans la gestion de situations complexes Excellentes aptitudes relationnelles : travail d’équipe, empathie, capacité d’influence, adaptabilité Solides compétences techniques et capacité d’apprentissage rapide de nouveaux logiciels ou bases de données Skills and Knowledge: Demonstrates a strong work ethic, is reliable and shows initiative to purse new skills Advanced knowledge of pharmaceutical distribution industry Working knowledge of automated warehouse operating system Strong business and financial acumen Strong analytical and mathematical skills Ability to work in a fast paced environment and consistently meet deadlines Ability to communicate effectively both orally and in writing- fully bilingual Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients Effective interpersonal and leadership skills Effective organizational skills; attention to detail Excellent problem-solving skills; ability to resolve issues effectively and efficiently Strong Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs Excellent leadership skills and training In-depth knowledge of patient support programs Responsible, dependable, and punctual Strong problem solving skills and demonstrates experience handling complex problems. Excellent people skills, team work, empathy, influencing others, adaptability. Strong technical skills and ability to learn new software/databases quickly 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 email hrsc@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 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. Affiliated Companies: Affiliated Companies: Innomar Strategies Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health. Recruitment scams are on the rise and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines. 1.) Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy. 2.) Be Wary of Unrealistic Promises: Exercise caution If a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers 3.) Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application. 4.) Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process. 5.) Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr or alliance-healthcare.ro Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes. If you believe you have encountered a job scam posing as a Cencora opportunity, please report it immediately to: GlobalTalentAcquisition@Cencora.com