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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