Bilingual Nurse Case Management

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.

Job Details

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

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 in 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.

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.

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.

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.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements.

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.

Salary Range

$62,400 CAD - 97,900 CAD