Job Details

POSITION SUMMARY:

The Personal Care Specialist (PCS) is a dynamic and rewarding full-time role based remotely from a dedicated home office. As the main and consistent point of contact for patients, the incumbent plays an essential part in guiding and supporting them through every step of their medication journey. PCS specialists are experts in reimbursement coordination, copay management, and pharmacy collaboration – helping patients quickly access their medication and resolve coverage challenges.

This role includes handling patient calls as part of a patient queue to provide timely support and reimbursement assistance. You will engage directly with patients, pharmacies, and payers to provide compassionate, personalized support, all while enjoying the stability of a set work schedule and a home base office. By anticipating needs, solving problems, and building connections, you will make a real difference in people’s lives.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Serves as the consistent and expert primary contact for patients, guiding and supporting them through reimbursement, copay management, and pharmacy coordination across all phases of their medication journey.

• Communicates directly with patients to gather information, educating on program services (including injection training, pharmacy options, and coverage support), and empowering patients to navigate their therapy.

• Coordinates and maintains prescription coverage and renewals, interacting regularly with pharmacies, insurance companies, and other partners to resolve obstacles and ensure timely access to medication.

• Collaborates with Field Case Managers (FCMs) and the broader care network to deliver seamless onboarding and ongoing patient support.

• Adapts services for diverse clinic and pharmacy models, connecting with preferred pharmacy teams and biologic coordinators as required by territory.

• Anticipates potential challenges, proactively problem-solves, and provides tailored guidance and support for each patient.

• Manages adverse event reporting and takes on additional program support or ad hoc duties as assigned.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bilingualism (English/French) is an asset (requirement for province of Quebec)

• Experience in customer service setting

• Post-secondary education certificate, diploma, or degree (preferred)

• Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support (asset)

• Knowledge of medical information, CRM systems (Salesforce), and pharmacy operations (preferred)

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS

• Exceptional customer service skills and phone etiquette

• Detail and results oriented, with strong analytical and organizational skills

• Excellent time management and sense of urgency

• Ability to collaborate effectively and work autonomously in a remote home office environment

• Strong written and verbal communication skills in English and French (for Quebec/New Brunswick)

• Ability to manage multiple priorities and adapt to change and ambiguity

• Proficiency with Microsoft Office and confidence using technology

• Commitment to continuous improvement and adherence to program standards

Schedule

Accessibility Policy

Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned