Gestionnaire de cas, bilingue

🔥 1 minute ago

🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

💬 Bilingual

👻 Ghost score 10%

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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 records using case-management tools • Follow up with customers, conduct additional research, and maintain communication 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 • Guide associates on company practices and tools, including Intranet, ESS, and MSS • Escalate complex cases requiring interpretation to appropriate Level 2 specialists or Level 3 COE representatives • Manage incoming and outgoing forms and information, including document scanning • Identify and resolve customer issues and anticipate additional information needs • Meet performance metrics for call resolution, average speed of answer, case response, and case/call quality • Manage assigned projects and cases and adhere to company processes • Provide telephone support for patients, healthcare professionals, and funding bodies regarding funding/access and compliance programs • 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 with healthcare professionals and patients • Make outbound calls and document activities in program-specific databases • Attend refresher and specialized product/program training • Provide feedback on protocols, databases, processes, and interdepartmental relationships • Communicate case-management updates during absences • Participate in training new caseworkers through shadowing and call monitoring • Report 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 vocations, generally obtained through a two-year associate's degree program or equivalent combination of experience and education • Minimum of one (1) year of experience in customer service • Bilingual in Canadian French and English • Ability to multitask • Attention to detail • Strong problem-solving skills • Experience in the medical and pharmaceutical field is an asset • Working knowledge of Word, Excel, and Outlook • Ability to communicate effectively both orally and in writing • 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 • Knowledge of Microsoft Word, Excel, PowerPoint, and other Office programs

🏖️ Benefits

• Medical, dental, and vision care • 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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