Gestionnaire de Cas Bilingue - Caseworker - Bilingual

Location: Remote, Quebec

Time Type: Full time

Job Description

Ce poste sinscrit dans le cadre des services daccompagnement des patients et des professionnels de santé ainsi que des services de commercialisation pharmaceutique proposés par Cencora au Canada, par lintermédiaire de notre division Innomar Strategies.

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

Responsabilités:

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

• Ladhésion aux processus généraux de lentreprise.

• Lassistance téléphonique

• La mise en œuvre de programmes de centres dappels, y compris de fourninr aux patients, aux organismes professionnels et de financement de la santé un soutien téléphonique. Les lignes daide actuelles portent sur les questions de financement et daccès, y compris les programmes daccès privés, publics et particuliers et 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 larrêt ou de labandon de traitement, le rapport des événements indésirables, et la liaison avec les fournisseurs de soins de santé primaires;

• La mise en œuvre dinitiatives de recherche de marché relatives à la pharmaceutique et à la biotechnologie avec des médecins, des patients, des pharmaciens ou dautres professionnels de la santé paramédicaux;

• Tous les programmes destinés aux patients sappuient sur des méthodes de traitement des dossiers et comprennent une quantité importante dappels 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 lobservation 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 dautres fonctions et tâches au besoin de temps à autre.

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

Niveau d’éducation:

• Formation générale requise dans des domaines tels que ladministration des affaires, la comptabilité, les ventes, le marketing, les sciences informatiques ou des vocations similaires, généralement obtenue via lachèvement dun programme de diplôme dassocié de deux ans ou une combinaison équivalente dexpérience et déducation.

Expérience:

• Un minimum dun (1) an dexpérience 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.

Compétences et connaissances:

• Connaissance approfondie de lindustrie de la distribution pharmaceutique

• Connaissance pratique de système automatisé de gestion dentrepôt

• Solide sens des affaires et sens financier

• Solides compétences analytiques et mathématiques

• Aptitude à communiquer efficacement à loral et à lécrit

• Aptitudes interpersonnelles et de leadership efficaces

• Sens de lorganisation; 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

Education:

• 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 associates degree program or equivalent combination of experience and education. 

Work Experience:

• A minimum of one (1) year experience in customer service 

• Bilingual (French/ English) required 

• 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 

Skills and Knowledge:

• 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. 

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