Job Details

PRIMARY DUTIES AND RESPONSIBILITIES:

• 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. Current assistance lines focus on:
• Funding and access issues, including private, public and special access programs;
• Compliance programs
• 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;
• All patient programs are based on casework methods and include a significant amount of out-bound calls.
• 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
• The Senior Caseworker will also be assigned other duties and tasks as required from time to time.

EXPERIENCE AND EDUCATIONAL 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

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

Demonstrates a strong work ethic, is reliable and shows initiative to purse new skills

Advanced knowledge of pharmaceutical distribution industry

Working knowledge of automated warehouse operating system

Strong business and financial acumen

Strong analytical and mathematical skills

Ability to work in a fast paced environment and consistently meet deadlines

Ability to communicate effectively both orally and in writing- fully bilingual

Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients

Effective interpersonal and leadership skills

Effective organizational skills; attention to detail

Excellent problem-solving skills; ability to resolve issues effectively and efficiently

Strong Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs

Excellent leadership skills and training

In-depth knowledge of patient support programs

Responsible, dependable, and punctual

Strong problem solving skills and demonstrates experience handling complex problems.

Excellent people skills, team work, empathy, influencing others, adaptability.

Strong technical skills and ability to learn new software/databases quickly

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