Gestionnaire de cas, bilingue

Cencora

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

Posted 11/6/2026full-timeRemote • CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and case management within the pharmaceutical distribution industry, with strong bilingual communication skills in Canadian French and English. Proficient in administrative processes, data entry, and compliance monitoring, while effectively managing multiple tasks and adhering to performance metrics.

Highest-signal resume keywords

Customer Service ExperienceBilingual CommunicationCase Management ProtocolsPharmaceutical Distribution KnowledgeData Entry and Document Verification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryCase ManagementDocument VerificationBudget ManagementAnalytical SkillsMathematical SkillsProblem-Solving SkillsAdministrative ProcessingCompliance MonitoringMarket Research Initiatives

Soft Skills

Attention to DetailOrganizational SkillsInterpersonal SkillsLeadership SkillsNegotiation Skills

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft OutlookAutomated Warehouse Operating SystemsCase-Management ToolsProgram-Specific Databases

Industry Keywords

Pharmaceutical DistributionHealthcare ComplianceCustomer RequestsPerformance MetricsClinical Monitoring

About the role

Key responsibilities & impact

Provide first-point-of-contact support for calls, emails, and customer requests related to HR processes and systems
Record questions and requests, communicate resolutions, and update records using case-management tools
Follow up with customers, conduct additional research, and maintain 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
Guide associates on company practices and tools, including Intranet, ESS, and MSS
Escalate complex cases requiring interpretation to appropriate Level 2 specialists or Level 3 COE representatives
Manage incoming and outgoing forms and information, including document scanning
Identify and resolve customer issues and anticipate additional information needs
Meet performance metrics for call resolution, average speed of answer, case response, and case/call quality
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 with healthcare professionals and patients
Make outbound calls and document activities in program-specific databases
Attend refresher and specialized product/program training
Provide feedback on protocols, databases, processes, and interdepartmental relationships
Communicate case-management updates during absences
Participate in training new caseworkers through shadowing and call monitoring
Report adverse events to assigned units/departments
Perform other duties and tasks as required

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 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
Ability to communicate effectively both orally and in writing
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