Gestionnaire de CasCaseworker Bilingual French

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Job Details

Ce poste sinscrit dans le cadre des services daccompagnement des patients et des professionnels de santé ainsi que des services de commercialisation pharmaceutique proposés par Cencora au Canada par lintermédiaire de notre division Innomar Strategies.

This role is in support of Cencoras patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

Responsabilités:

• Fournir un premier point de contact pour les appels les courriels et les demandes des clients (c.-à-d. associés gestionnaires candidats personnes à charge) afin de répondre aux questions de résoudre les problèmes et de répondre aux demandes liées aux vastes processus et systèmes des RH.

• Enregistrer les questions et les demandes communiquer les résolutions et mettre à jour les dossiers à laide doutils de gestion des cas.

• Assurer le suivi des clients et effectuer des recherches supplémentaires si nécessaire.

• Maintenir la communication avec le client jusquà ce que la demande soit résolue notamment en linformant de létat davancement et de la résolution de sa demande.

• Fournir des réponses précises cohérentes et opportunes aux demandes relatives aux processus aux systèmes et aux politiques des RH qui sont considérées comme des demandes courantes et qui nécessitent des recherches limitées.

• Effectuer le traitement administratif de base et lapprobation des transactions la saisie des données et la vérification des documents requis.

• Renseigner les associés sur les pratiques et les outils de lentreprise (c.-à-d. Intranet ESS MSS) pour les encourager à résoudre eux-mêmes leurs questions en utilisant lESS (Libre Servicepour les associés) et le MSS (Libre Servicepour les gestionnaires).

• Transférer les cas complexes nécessitant une interprétation au spécialiste de niveau 2 approprié ou si nécessaire au représentant du COE de niveau 3.

• Fournir un soutien documentaire en gérant les formulaires entrants et sortants les informations etc.; effectuer la numérisation de documents.

• Travailler à développer une compréhension approfondie des besoins des clients.

• Identifier et résoudre les problèmes des clients et anticiper leurs éventuels besoins en expliquant/suggérant/fournissant des renseignements supplémentaires que le client doit connaître afin daccomplir ses tâches avec succès.

• Satisfaire aux principales mesures de rendement comme la résolution des appels la vitesse moyenne de réponse la réponse aux dossiers la qualité des dossiers et des appels.

• Effectuer diverses tâches/projets pour les RH selon les tâches assignées.

Responsibilities:

• The management of the assigned projects and/or cases.

• 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.

• Provide feedback regarding current protocols database processes and inter-departmental relationships.

• Clear communication to manager pod and program trained colleagues regarding the management of cases during foreseen absences.

• With the managers participate in the training process of new caseworkers including but not limited to shadowing & call monitoring.

• Responsible to report all Adverse Events to the assigned units/departments

• The Caseworker will also be assigned other duties and tasks as required from time to time

Niveau Déducation:

Une formation générale dans des domaines comme ladministration des affaires la comptabilité les ventes le marketing linformatique ou des domaines similaires généralement acquise au terme dun programme de quatre ans avec obtention dun baccalauréat ou dune combinaison équivalente dexpérience et de formation. Normalement une expérience connexe de 1 à 3 ans dans un rôle similaire ou dans un rôle dadministration des RH ou de service à la clientèle est requise.

Education:

• Requires broad training in fields such as business administration accountancy sales marketing computer sciences or similar vocations generally obtained through completion of a two-year associates degree program or equivalent combination of experience and education.

• A minimum of one (1) year experience in customer service

• Bilingual (French/ English) an asset

• 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

Compétences et Connaissances:

• Capacité de communiquer efficacement à la fois oralement et par écrit

• Bilingue en anglais et en français canadien

• Sens aigu de lorganisation; souci du détail

• Capacité à établir et à gérer des budgets et des dépenses

• Excellentes aptitudes en relations interpersonnelles

• Excellentes compétences en matière de leadership

• Excellentes compétences en matière de présentation

• Excellentes capacités de négociations

• Connaissance approfondie des politiques et procédures dABC

• Excellentes compétences informatiques afin de pouvoir utiliser efficacement les systèmes et programmes de lentreprise; connaissance de Microsoft Word Excel et PowerPoint.
  

Skills and Knowledge:

• 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 communicate effectively both orally and in writing

• Effective interpersonal and leadership skills

• Effective organizational skills; attention to detail

• Ability to consistently meet deadlines

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

• Excellent presentation skills

• Knowledge of Microsoft Word Excel PowerPoint and other Office Programs

What Cencora offers

We provide compensation benefits and resources that enable a highly inclusive culture and support our team members ability to live with purpose every addition to traditional offerings like medical dental and vision care we also provide a comprehensive suite of benefits that focus on the physical emotional financial and social aspects of wellness. This encompasses support for working families which may include backup dependent care adoption assistance infertility coverage family building support behavioral health solutions paid parental leave and paid caregiver leave. To encourage your personal growth we also offer a variety of training programs professional development resources and opportunities to participate in mentorship programs employee resource groups volunteer activities and much more.

Full time

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 companys 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 . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

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

Affiliated Companies:Affiliated Companies: Innomar Strategies

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1