Job Description

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

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Principales Fonctions Et Responsabilit

e

s:

Travailler etroitement avec les patients qui lui sont confies pour trouver differentes options de remboursement et etudier les options financieres pour les personnes non assurees. Collaborer a l'encadrement et au mentorat des membres de l'equipe. Gerer un nombre de cas plus grand que ses collegues gestionnaires de cas Agir comme expert du remboursement dans un territoire donne Fournir de l'aide aux autres gestionnaires de cas en ce qui concerne les remboursements complexes, les assurances, les enquetes sur les avantages, les autorisations speciales et les appels. Participer a des projets speciaux a la demande du gestionnaire de programme. Fournir un soutien quotidien au gestionnaire de programme adjoint. Aider la gestion a preparer les differents rapports et a executer les taches relatives au programme. Travailler avec la gestion pour elaborer un protocole de programme et des PON pour le role de gestionnaire de cas. Avec la gestion, offrir de la formation aux nouveaux gestionnaires de cas, incluant, sans s'y limiter, l'observation au travail et la surveillance des appels. Interagir regulierement avec les compagnies d'assurance, les cabinets des medecins et les professionnels de la sante afin d'offrir un soutien optimal en matiere de remboursement. Aider les patients a choisir une clinique et une pharmacie et planifier les rendez-vous des patients. Produire des commandes de medicaments en s'assurant que les renseignements sont envoyes a la pharmacie et aux parties interessees par telecopieur. Respecter les processus generaux de l'entreprise. Offrir un soutien telephonique : Mettre en oeuvre des programmes du centre d'appel, ce qui comprend fournir un soutien telephonique aux patients et aux organismes qui representent les professionnels de la sante et les organismes de financement. Les fonctions d'assistance actuelles portent sur les domaines suivants : les questions de financement et d'acces, y compris les programmes prives, publics et d'acces special les programmes de conformite. Administrer et respecter les protocoles de gestion de cas, y compris la surveillance clinique, la collecte de donnees, le suivi continu des patients, la surveillance de l'interruption ou de l'abandon de traitement, la declaration des evenements indesirables et la communication avec les principaux fournisseurs de soins. Mettre en oeuvre des initiatives d'etudes de marche liees aux domaines pharmaceutiques et biotechnologiques avec des medecins, des patients, des pharmaciens ou d'autres professionnels de la sante; Tous les programmes de patients sont fondes sur des methodes de gestion de cas et comprennent une quantite importante d'appels sortants. Consigner chaque activite dans la base de donnees propre au programme. Participer aux formations de recyclage continues et aux cours specialises sur des produits ou des programmes precis juges appropries par le gestionnaire. Communiquer clairement avec le gestionnaire, l'equipe et les collegues formes du programme au sujet de la gestion des cas durant les absences planifiees. Assumer la responsabilite du signalement de tous les effets indesirables aux unites ou departements touches. Le gestionnaire de cas principal se verra egalement confier d'autres fonctions et taches au besoin, de temps a autre.

Primary Duties and 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.

Experience Et Niveau D'

E

ducation Requis:

Au moins deux ans d'experience du service a la clientele; une experience dans l'industrie medicale, pharmaceutique ou de l'assurance est un atout Bilinguisme en francais et en anglais ecrit et oral Grand sens de l'organisation et souci du detail Excellente maitrise des applications Microsoft (Outlook, Word, Excel et PowerPoint) Flexibilite en matiere de quarts de travail (les heures d'ouverture sont de 8 h a 20 h) Capacite d'appliquer ses aptitudes de reflexion critique pour resoudre des problemes Un minimum de deux ans d'experience de travail pour un programme de soutien aux patients Experience du travail dans un centre d'appels un atout Aptitudes marquees pour les relations interpersonnelles et la communication ecrite et orale, y compris une etiquette telephonique irreprochable avec divers auditoires, dont le personnel interne, les professionnels de la sante et les patients Aptitude manifeste de gestion du temps, d'etablissement des priorites et d'execution de plusieurs taches a la fois afin de respecter des delais serres et concurrents. Un diplome universitaire dans un domaine connexe ou l'equivalent

Comp

e

tences, Connaissances Et Aptitudes Requises:

Faire preuve d'une solide ethique du travail, etre fiable et faire preuve d'initiative pour acquerir de nouvelles competences Connaissance avancee de l'industrie de la distribution pharmaceutique Connaissance pratique du systeme d'exploitation d'entrepot automatise Sens aigu des affaires et des finances Solides competences analytiques et mathematiques Capacite de travailler dans un environnement dynamique et de respecter constamment les delais Capacite a communiquer efficacement oralement et par ecrit - bilinguisme parfait Aptitudes marquees pour les relations interpersonnelles et la communication ecrite et orale, y compris une etiquette telephonique irreprochable avec divers auditoires, dont le personnel interne, les professionnels de la sante et les patients Competences interpersonnelles et de leadership efficaces. Sens de l'organisation; souci du detail. Excellentes aptitudes en resolution de problemes; capacite a resoudre les problemes de facon efficace et efficiente Connaissance approfondie de Microsoft Word, Excel, PowerPoint et d'autres programmes Office Excellentes competences en leadership et en formation Connaissance approfondie des programmes de soutien aux patients Fiabilite, ponctualite et sens des responsabilites Excellentes aptitudes de resolution de problemes et capacite manifeste a resoudre des problemes complexes Excellentes aptitudes en relations interpersonnelles, travail d'equipe, empathie, sens de la persuasion, adaptabilite Bonnes aptitudes techniques et capacite d'apprendre rapidement a utiliser de nouveaux logiciels et des bases de donnees.

Experience and Educational Requirements:

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 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

Minimum Skills, Knowledge and Ability Requirements:

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

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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

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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

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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

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$47,300 CAD - 72,820

Affiliated Companies:

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Affiliated Companies: Innomar Strategies