Bilingual Caseworker
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Job Description
Bilingual Caseworker supporting Cencora’s Canadian patient, healthcare, and pharmaceutical programs. Managing cases, telephone support, documentation, compliance monitoring, and adverse-event reporting.
Responsibilities:
- Provide first-point-of-contact support for calls, emails, and client requests related to HR processes and systems
- Record questions and requests, communicate resolutions, and update case records using case-management tools
- Follow up with clients, conduct additional research, and maintain communication until resolution
- Provide accurate and timely responses to routine HR process, system, and policy inquiries
- Process basic administrative transactions and approvals, enter data, and verify required documents
- Guide associates on company practices and self-service tools, including Intranet, ESS, and MSS
- Escalate complex cases to appropriate Level 2 specialists or Level 3 COE representatives
- Provide document support, manage incoming and outgoing forms and information, and scan documents
- Provide telephone support for patients, healthcare professionals, and funding bodies
- Administer case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse-event reporting, and liaison with healthcare providers
- Implement pharmaceutical and biotechnology market-research initiatives
- Make outbound calls and document activities in program-specific databases
- Attend refresher and specialized product or program training
- Provide feedback on protocols, databases, processes, and interdepartmental relationships
- Communicate case status to managers, pods, and trained colleagues during absences
- Participate in training new caseworkers, including shadowing and call monitoring
- Report all adverse events to assigned units or departments
- Perform other duties and tasks as required
Requirements:
- Associate’s degree or equivalent combination of experience and education
- Minimum one year of customer service experience
- Bilingual in Canadian French and English
- Ability to multitask
- Attention to detail
- Strong problem-solving skills
- Working knowledge of Microsoft Word, Excel, and Outlook
- Effective oral and written communication skills
- Strong organizational skills and ability to meet deadlines
- Experience in the medical and pharmaceutical field is an asset
- Ability to establish and manage budgets and expenses
- Interpersonal, leadership, presentation, and negotiation skills
- Advanced knowledge of the pharmaceutical distribution industry
- Working knowledge of automated warehouse operating systems
- Strong business and financial acumen
- Strong analytical and mathematical skills
- Knowledge of Microsoft Word, Excel, PowerPoint, and other Office programs
Benefits:
- Medical, dental, and vision care
- Comprehensive wellness benefits covering physical, emotional, financial, and social aspects
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
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