Caseworker – Bilingue

Cencora

. Manage assigned projects and/or cases .

Posted 10/15/2026full-timeRemote • CanadaJunior💰 CA$45,900 - CA$71,940 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in case management, patient support, and compliance within the pharmaceutical and healthcare sectors. Proficient in managing projects, data collection, and effective communication with diverse stakeholders.

Highest-signal resume keywords

Case ManagementBilingual in Canadian French and EnglishCustomer Service ExperiencePharmaceutical Distribution KnowledgeData Entry and Document Verification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementData CollectionCompliance MonitoringBudget ManagementAnalytical SkillsMathematical SkillsMarket ResearchAdverse Event ReportingTherapy Disruption MonitoringCall Resolution

Soft Skills

Attention to DetailProblem-Solving SkillsOrganizational SkillsInterpersonal SkillsEffective Communication

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointAutomated Warehouse Operating Systems

Industry Keywords

Pharmaceutical IndustryHealthcare CompliancePatient ProgramsFunding and Access IssuesClinical Monitoring

About the role

Key responsibilities & impact

Manage assigned projects and/or cases
Provide telephone support for patients, healthcare professionals, and funding bodies
Address funding and access issues, including private, public, and special access programs
Support compliance programs
Administer and follow case-management protocols, including clinical monitoring, data collection, patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
Implement pharmaceutical and biotechnology market research initiatives with physicians, patients, pharmacists, and allied health professionals
Make significant volumes of outbound calls as part of patient programs
Document each activity in program-specific databases
Attend refresher and specialized product/program training
Provide feedback on protocols, databases, processes, and inter-departmental relationships
Communicate case management information to managers, pods, and trained colleagues during absences
Participate in training new caseworkers, including shadowing and call monitoring
Report adverse events to assigned units/departments
Perform other assigned duties and tasks
Provide first-point-of-contact support for HR-related calls, emails, and client requests
Record requests, communicate resolutions, update case-management records, follow up with clients, and maintain communication through resolution
Process basic administrative transactions, data entry, and document verification
Support self-service use of employee and manager tools
Escalate complex cases to appropriate level 2 specialists or level 3 COE representatives
Manage incoming and outgoing forms and scan documents
Meet performance metrics for call resolution, average speed of answer, case response, and case/call quality

Requirements

What you’ll need

Broad training in business administration, accountancy, sales, marketing, computer sciences, or similar vocations, generally obtained through a two-year associate's degree program or equivalent combination of experience and education
Minimum of one (1) year experience in customer service
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
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
Reasonable accommodations during the employment process and employment