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Bilingual Senior Caseworker

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Cencora

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Location:
Canada

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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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 Responsibility:

  • 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
  • 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
  • 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

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 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

Nice to have:

  • Experience in medical, pharmaceutical and/or insurance industry is an asset
  • Bilingual in French and English: written and verbal is an asset
  • Experience working in a call center environment an asset
What we offer:
  • medical
  • dental
  • vision care
  • comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
  • support for working families
  • backup dependent care
  • adoption assistance
  • infertility coverage
  • family building support
  • behavioral health solutions
  • paid parental leave
  • paid caregiver leave
  • variety of training programs
  • professional development resources
  • opportunities to participate in mentorship programs
  • employee resource groups
  • volunteer activities

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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