Gestionnaire de cas bilingue

Cencora

. Provide first-point-of-contact support for calls, emails, and client requests .

Posted 9/29/2026full-timeRemote • CanadaJunior💰 CA$45,900 - CA$71,940 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with the ability to manage client communications and resolve inquiries effectively. Proficient in administrative processing and knowledgeable in the pharmaceutical distribution industry, with a focus on compliance and case management.

Highest-signal resume keywords

Customer Service ExperienceBilingual in Canadian French and EnglishKnowledge of Pharmaceutical Distribution IndustryWorking Knowledge of Microsoft Office SuiteStrong Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryDocument VerificationCase Management ProtocolsClinical MonitoringAdverse-Event ReportingAutomated Warehouse Operating SystemsMarket Research InitiativesMathematical SkillsPerformance Metrics ManagementProject Management

Soft Skills

Attention to DetailEffective CommunicationInterpersonal SkillsOrganizational SkillsLeadership Skills

Tools & Technologies

IntranetESSMSSProgram-Specific DatabasesMicrosoft WordMicrosoft ExcelMicrosoft PowerPointOutlook

Industry Keywords

Pharmaceutical IndustryHealthcareBusiness AdministrationCustomer SupportCompliance

About the role

Key responsibilities & impact

Provide first-point-of-contact support for calls, emails, and client requests
Record questions and requests, communicate resolutions, and update case-management records
Follow up with clients and conduct additional research as needed
Maintain client communication until requests are resolved
Provide accurate, consistent, and timely responses to routine HR process, system, and policy inquiries
Perform basic administrative processing, transaction approvals, data entry, and document verification
Educate 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
Identify and resolve client issues and anticipate additional needs
Meet performance metrics for call resolution, average speed of answer, case response, and case/call quality
Manage assigned projects and cases
Provide telephone support for patients, healthcare professionals, and funding bodies
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 training
Provide feedback on protocols, databases, processes, and inter-departmental relationships
Communicate case status to managers, pods, 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 a two-year associate's degree program or equivalent combination of experience and education
Minimum of one (1) year of customer service experience
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
Advanced knowledge of the pharmaceutical distribution industry
Working knowledge of automated warehouse operating systems
Strong business and financial acumen
Strong analytical and mathematical skills
Effective oral and written communication
Effective interpersonal and leadership skills
Effective organizational skills
Ability to consistently meet deadlines
Excellent presentation skills
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