Senior Caseworker

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

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

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:

• A minimum of two (2) years experience in customer service; experience in medical, pharmaceutical and/or insurance industry 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

Skills and Knowledge:

• 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

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 day. In 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.

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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

Accessibility Policy

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

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