Bilingual Caseworker

Cencora

. Provide first-point-of-contact support for calls, emails, and client requests related to HR processes and systems .

Posted 10/15/2026full-timeRemote • CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in HR processes and systems, providing first-point-of-contact support and managing case-management protocols. Proficient in customer service, bilingual communication, and administrative processing within the pharmaceutical and healthcare sectors.

Highest-signal resume keywords

Bilingual In Canadian French And EnglishCustomer Service ExperienceCase-Management ProtocolsKnowledge Of Pharmaceutical Distribution IndustryWorking Knowledge Of Microsoft Office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryDocument VerificationAdministrative ProcessingClinical MonitoringAdverse-Event ReportingBudget ManagementAnalytical SkillsMathematical SkillsProblem-Solving SkillsMultitasking

Soft Skills

Effective Communication SkillsStrong Organizational SkillsInterpersonal SkillsLeadership SkillsPresentation Skills

Tools & Technologies

Case-Management ToolsAutomated Warehouse Operating SystemsProgram-Specific DatabasesMicrosoft WordMicrosoft ExcelMicrosoft PowerPointOutlook

Industry Keywords

HR AdministrationPharmaceutical FieldHealthcare ProfessionalsFunding BodiesCompliance Programs

About the role

Key responsibilities & impact

Provide first-point-of-contact support for calls, emails, and client requests related to HR processes and systems
Record questions and requests, communicate resolutions, and update records using case-management tools
Follow up with clients, conduct additional research, and maintain communication until resolution
Provide accurate and timely responses to routine HR process, system, and policy inquiries
Perform basic administrative processing, transaction approvals, data entry, and document verification
Guide associates on company practices and tools, including intranet, ESS, and MSS
Escalate complex cases to appropriate Level 2 specialists or Level 3 COE representatives
Manage incoming and outgoing forms and information, including document scanning
Manage assigned projects and cases and adhere to company processes
Provide telephone support for patients, healthcare professionals, and funding bodies regarding funding, access, and compliance programs
Administer case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse-event reporting, and liaison with healthcare providers
Implement pharmaceutical and biotechnology market research initiatives
Make outbound calls as part of patient programs
Document activities in program-specific databases
Attend refresher and specialized product or program training
Provide feedback on protocols, databases, processes, and interdepartmental relationships
Communicate case status to managers and trained colleagues during absences
Participate in training new caseworkers through shadowing and call monitoring
Report adverse events to assigned units/departments
Perform other assigned duties and tasks

Requirements

What you’ll need

Broad training in business administration, accountancy, sales, marketing, computer sciences or similar vocations, generally obtained through completion of a two-year associate's degree program or equivalent combination of experience and education
Minimum of one (1) year experience in customer service
Normally, 1 to 3 years of related experience in a similar role or HR administration or customer service role
Bilingual in Canadian French and English
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
Effective oral and written communication skills
Strong organizational skills
Ability to establish and manage budgets and expenses
Excellent interpersonal, leadership, presentation, and negotiation skills
Advanced knowledge of the pharmaceutical distribution industry
Working knowledge of automated warehouse operating systems
Strong business and financial acumen
Strong analytical and mathematical skills
Ability to consistently meet deadlines
Knowledge of Microsoft Word, Excel, PowerPoint and other Office programs

Benefits

Comp & perks

Medical, dental, and vision care
Backup dependent care
Adoption assistance
Infertility coverage
Family building support
Behavioral health solutions
Paid parental leave
Paid caregiver leave
Training programs
Professional development resources
Mentorship programs
Employee resource groups
Volunteer activities