Senior Caseworker, Bilingual

Cencora

. Determine the appropriate level of quality assurance oversight for various computer and IT systems.

Posted 9/29/2026full-timeRemote • CanadaSenior💰 CA$55,000 - CA$86,350 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Quality Assurance and Software Testing, with a strong focus on healthcare applications and regulatory compliance. Proficient in developing test plans, executing testing scenarios, and managing projects within a patient support program environment.

Highest-signal resume keywords

Quality Assurance OversightHealthcare Application TestingAutomated Test Management ToolsBilingual Proficiency in French and EnglishExperience with GxP Systems Validation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software TestingQuality AssuranceIntegration TestingAPI TestingTest Plan DevelopmentDefect DocumentationRegulatory ComplianceData CollectionPatient Support Program ManagementStandard Operating Procedures (SOPs)

Soft Skills

Strong Attention to DetailEffective CommunicationCritical ThinkingTime ManagementInterpersonal Skills

Tools & Technologies

HP Quality CenterJiraZephyrMicrosoft Office SuiteEnterprise Automated Testing Tools

Industry Keywords

Pharmaceutical DistributionPatient Support ProgramsPharmacovigilanceCall Centre EnvironmentValidated Systems

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Determine the appropriate level of quality assurance oversight for various computer and IT systems.
Coordinate requirements documentation, as well as the preparation, development, maintenance, and execution of complex quality assurance test plans, scenarios, and scripts.
Review unit testing documentation for validated systems before quality assurance and user acceptance testing.
Create test plans and summary reports.
Design test scenarios and configuration data for functional, integration, challenge, and regression testing.
Conduct testing activities in live environments and execute approved test scenarios.
Document defects and organize triage meetings with stakeholders.
Notify Change Management when approval is granted to proceed with the production release of tested code.
Provide support for security, performance, and automated testing, as well as environment preparation.
Participate in the creation and updating of process and application documentation.
Facilitate user acceptance testing and oversee test plans for assigned products.
Manage assigned projects and/or cases.
Implement call centre programs and provide telephone support to patients, healthcare professionals, and payers.
Administer case management protocols, including clinical follow-up, data collection, ongoing monitoring, compliance, treatment interruptions, and adverse event reporting.
Document every activity in the program-specific database.
Participate in professional development and specialized training.
Provide feedback on protocols, databases, processes, and interdepartmental relationships.
Participate in training new caseworkers, including call shadowing and monitoring.
Report all adverse events to the relevant units/departments.

Requirements

What you’ll need

At least three (3) years of related experience with increasing responsibilities in software testing or quality assurance.
Bachelor’s degree in Software Engineering or a healthcare-related field.
Experience testing healthcare, pharmacy, or ERP applications; pharmacovigilance experience is preferred.
Experience with integration testing or API testing.
Experience with automated test management tools.
Hands-on experience working with validated systems in a regulated industry.
A minimum of two (2) years of customer service experience; experience in the medical, pharmaceutical, and/or insurance industry is an asset.
Bilingual proficiency in French and English, both written and verbal, is an asset.
Highly organized with strong attention to detail.
Strong proficiency in Microsoft applications, including Outlook, Word, Excel, and PowerPoint.
Flexibility to work shifts; hours of operation are 8:00 a.m. to 8:00 p.m.
Ability to apply critical thinking skills to solve problems.
A minimum of two (2) years of experience working for a patient support program.
Experience working in a call centre environment is an asset.
Strong written and verbal communication and interpersonal skills, including effective telephone etiquette when communicating with diverse audiences, such as internal stakeholders, healthcare professionals, and patients.
Proven ability to manage time, set priorities, and multitask to meet competing deadlines.
University degree in a related field or equivalent.
Experience with GxP systems validation is an asset.
Experience auditing IT and validated systems is an asset.
Experience creating and reviewing standard operating procedures (SOPs) is an asset.
Ability to use enterprise automated testing tools.
Experience with HP Quality Center, Jira, or Zephyr is an asset.
Working knowledge of CDS, office services, HP testing tools, or equivalent testing tools.
Strong analytical, problem-solving, and conceptual skills.
Ability to communicate effectively, both orally and in writing.
Demonstrates a strong work ethic, reliability, and initiative in pursuing new 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 work in a fast-paced environment and consistently meet deadlines.
Ability to communicate effectively both orally and in writing; fully bilingual.
Strong knowledge of Microsoft Word, Excel, PowerPoint, and other Office programs.
In-depth knowledge of patient support programs.
Strong technical skills and the ability to learn new software and databases quickly.

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