Cencora is hiring a Senior Caseworker

Cencora is looking for a Senior Caseworker to manage a large patient caseload and serve as a reimbursement expert. You will provide direct patient support, coordinate with insurance, and contribute to program development while coaching and mentoring team members.

What You'll Do

• Work closely with assigned patients to identify reimbursement coverage options and investigate financial options for those without insurance.
• Manage a patient caseload larger than caseworker counterparts.
• Be a reimbursement expert in your assigned caseload territory.
• Provide other caseworkers assistance with complex reimbursement, insurance, benefit investigation, special authorization, and appeal requests.
• Assist with coaching and mentoring of existing team members.
• Lead training of new caseworkers, including shadowing and call monitoring.
• Regularly interact with insurance companies, physician offices, and healthcare professionals to provide optimal reimbursement support.
• Assist patients with clinic and pharmacy selections, and schedule patient appointments.
• Generate drug orders ensuring required information is faxed to the pharmacy and related parties.
• Implement call-centre programs including telephone support for patients, healthcare professionals, and funding bodies.
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance monitoring, adverse event reporting, and liaison with primary healthcare providers.
• Implement pharmaceutical and biotechnology related market research initiatives with physicians, patients, pharmacists, or other allied health professionals.
• Document each activity in program specific database.
• Participate in on-going refresher training and specialized training courses for specific products or programs.
• 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 the Caseworker role.
• Participate in special projects as assigned by the Program Manager.
• Communicate clearly to manager, pod, and colleagues regarding case management during foreseen absences.
• Report all Adverse Events to assigned units/departments.
• Adhere to general company processes.

What We're Looking For

• Minimum University Degree in a related field or equivalent.
• Minimum of two (2) years experience in customer service.
• Minimum of 2 years experience working for a patient support program.
• Fully bilingual in French and English: written and verbal.
• Highly organized with strong attention to detail and effective organizational skills.
• 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 to solve problems and resolve issues effectively and efficiently.
• Strong communication and interpersonal skills: written and verbal including effective phone etiquette to diverse audiences.
• Proven ability to manage time, set priorities and multi-task to meet various competing work deadlines.
• Ability to work in a fast paced environment and consistently meet deadlines.
• Excellent leadership and training skills.
• In-depth knowledge of patient support programs.
• 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.
• Responsible, dependable, punctual, and demonstrates a strong work ethic and initiative.

Nice to Have

• Experience in medical, pharmaceutical and/or insurance industry.
• Experience working in a call center environment.

Team & Environment

You will report to the Program Manager.

Benefits & Compensation

• Compensation: $47,300 CAD - $72,820 CAD
• Medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social wellness.
• Support for working families including backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs and professional development resources.
• Opportunities to participate in mentorship programs, employee resource groups, and volunteer activities.

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.