Overview
Senior Caseworker Jobs in Québec, Canada at Cencora
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.
Provide other caseworkers 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 shadowing and call monitoring.
Regularly interact with insurance companies, physicians’ offices, and healthcare professionals to provide optimal reimbursement support.
Assist the patient with clinic and pharmacy selections, and schedule patient appointments.
Generate drug orders ensuring that required information is faxed to the pharmacy and related parties.
Adhere 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, ongoing patient follow‑up, compliance, therapy disruption/discontinuation 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.
All patient programs are based on casework methods and include a significant amount of outbound calls.
Document each activity in program specific database.
Participate and attend ongoing 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.
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 – 8 pm).
Ability to apply critical thinking skills in order to solve 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 pursue new skills.
Advanced knowledge of pharmaceutical distribution industry.
Working knowledge of automated warehouse operating system.
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…
Title: Senior Caseworker
Company: Cencora
Location: Québec, Canada
Category:
