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

Principales Fonctions et Responsabilites:

• La gestion des projets et/ou des cas assignés. 

• L'adhésion aux processus généraux de l'entreprise. 

• L'assistance téléphonique 

• La mise en œuvre de programmes de centres d'appels, y compris de fourninr aux patients, aux organismes professionnels et de financement de la santé un soutien téléphonique. Les lignes d'aide actuelles portent sur: 

•  Les questions de financement et d'accès, y compris les programmes d'accès privés, publics et particuliers; 

• programmes de conformité 

• administrer et adhérer à des protocoles de gestion des cas, y compris la surveillance clinique, la collecte de données, le suivi continu du patient, la conformité, la surveillance de l'arrêt ou de l'abandon de traitement, le rapport des événements indésirables, et la liaison avec les fournisseurs de soins de santé primaires; 

• la mise en œuvre d'initiatives de recherche de marché relatives à la pharmaceutique et à la biotechnologie avec des médecins, des patients, des pharmaciens ou d'autres professionnels de la santé paramédicaux; 

• tous les programmes destinés aux patients s'appuient sur des méthodes de traitement des dossiers et comprennent une quantité importante d'appels sortants. 

• Documenter chaque activité dans la base de données spécifique du programme. 

• Participer et assister à la formation continue de perfectionnement et aux cours de formation spécialisée pour des produits ou des programmes spécifiques tels que jugés appropriés par le gestionnaire. 

• Fournir des commentaires concernant les protocoles actuels, la base de données, les processus et les relations inter-départementales. 

• Communication claire au gestionnaire, pod, et collègues formés aux programmes concernant la gestion de cas pendant les absences prévues. 

• Avec les gestionnaires, participer au processus de formation de nouveaux gestionnaires de cas, y compris mais non limité à l'observation et la surveillance des appels. 

• Responsable de signaler tous les événements indésirables aux départements concernés. 

• Le/la gestionnaire de cas sera également affecté(e) à d'autres fonctions et tâches au besoin de temps à autre. 

 

Primary Duties and 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

Experience et Niveau d'Education Requis:

• Formation générale requise dans des domaines tels que l'administration des affaires, la comptabilité, les ventes, le marketing, les sciences informatiques ou des vocations similaires, généralement obtenue via l'achèvement d'un programme de diplôme d'associé de deux ans ou une combinaison équivalente d'expérience et d'éducation. 

• Un minimum d'un (1) an d'expérience en service à la clientèle 

• Bilingue (français/anglais) est un atout 

• Capacité à effectuer plusieurs tâches 

• Attention aux détails 

• Excellentes aptitudes de résolution de problèmes  

• Expérience dans le domaine médical et pharmaceutique est un atout. 

• Connaissance pratique de Word, Excel et Outlook 

 

Competences, Connaissances et Aptitudes Requises:

• Connaissance approfondie de l'industrie de la distribution pharmaceutique 

• Connaissance pratique de système automatisé de gestion d'entrepôt 

• Solide sens des affaires et sens financier 

• Solides compétences analytiques et mathématiques  

• Aptitude à communiquer efficacement à l'oral et à l'écrit 

• Aptitudes interpersonnelles et de leadership efficaces 

• Sens de l'organisation; attention aux détails 

• Capacité à réspecter systématiquement les échéances 

• Excellentes aptitudes de résolution de problèmes; capacité à résoudre les problèmes de manière efficace et efficiente 

• Excellentes aptitudes à la présentation 

• Connaissance de Microsoft Word, Excel, PowerPoint et autres programmes Office 

 

Experience and Educational Requirements:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education. 
• A minimum of one (1) year experience in customer service 
• Bilingual (French/ English) an asset 
• Ability to multitask 
• Attention to detail 
• Strong Problem solving skills 
• Experience in the medical and pharmaceutical field is an asset. 
• Working knowledge of Word, Excel and Outlook 

 

 Minimum Skills, Knowledge and Ability Requirements:

• 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 communicate effectively both orally and in writing 
• Effective interpersonal and leadership skills 
• Effective organizational skills; attention to detail 
• Ability to consistently meet deadlines 
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently 
• Excellent presentation skills 
• Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs 

 

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

Le candidat retenu aura/pourrait avoir des contacts quotidiens avec des clients, des patients ou des pairs unilingues anglophones d'équipes interfonctionnelles
 

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 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

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*

$41,200 CAD - 63,360

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