Bilingual Caseworker

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Provide first-point-of-contact support for calls, emails, and customer requests related to HR processes and systems • Record questions and requests, communicate resolutions, and update case records using case-management tools • Follow up with customers and conduct additional research as needed • Maintain communication with customers until requests are resolved • Provide accurate, consistent, and timely responses to routine HR process, system, and policy inquiries • Perform basic administrative processing, transaction approvals, data entry, and document verification • Educate associates on company practices and tools, including Intranet, ESS, and MSS • Escalate complex cases requiring interpretation to appropriate Level 2 or Level 3 specialists • Manage incoming and outgoing forms and information and perform document scanning • Identify and resolve customer issues and anticipate additional information customers may need • Meet performance measures for call resolution, average speed of answer, case response, and case and call quality • Manage assigned projects and/or cases and adhere to general company processes • Provide telephone support to 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 • Document activities in program-specific databases • Attend refresher and specialized 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 through shadowing and call monitoring • Report all adverse events to assigned units/departments • Perform other duties and tasks as required

🎯 Requirements

• Broad training in business administration, accountancy, sales, marketing, computer sciences, or similar fields • Two-year associate's degree program or equivalent combination of experience and education • Minimum one (1) year of customer service experience • Bilingual in French and English; Canadian French required • Ability to multitask • Attention to detail • Strong problem-solving skills • Medical and pharmaceutical experience is an asset • Working knowledge of Word, Excel, and Outlook • Effective oral and written communication skills • Strong organizational skills • Ability to establish and manage budgets and expenses • Excellent 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 • Ability to consistently meet deadlines • Excellent computer skills and knowledge of Microsoft Word, Excel, PowerPoint, and other Office programs

🏖️ Benefits

• Medical, dental, and vision care • Comprehensive benefits covering physical, emotional, financial, and social wellness • 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