Caseworker

About Cencora

Cencora is dedicated to building healthier futures by supporting the well-being of people and animals across the globe. Our team members play a crucial role in fulfilling this mission, and we invite motivated individuals to join us in making a meaningful impact at the forefront of healthcare innovation.

Position Overview

This position supports Cencora's Canadian patient and provider assistance programs along with pharmaceutical commercialization services administered through our Innomar Strategies business.

Key Responsibilities

• Manage assigned cases and projects efficiently, following company protocols.
• Provide telephone support to patients, healthcare professionals, and funding stakeholders, addressing inquiries related to funding, access programs, and compliance.
• Implement call-centre initiatives and programs focused on patient services, including private, public, and special access funding avenues.
• Follow case management protocols involving clinical monitoring, data gathering, patient follow-ups, compliance checks, therapy interruptions, adverse event reporting, and communication with primary healthcare providers.
• Conduct pharmaceutical and biotechnology market research with physicians, patients, pharmacists, and allied health professionals.
• Perform significant outbound calling as part of all patient programs, which employ casework methods.
• Maintain accurate documentation of each activity in program-specific databases.
• Engage in continuous refresher and specialized product training as directed by management.
• Offer feedback on current procedures, databases, workflows, and interdepartmental cooperation.
• Communicate clearly with managers, team members, and program-trained colleagues about case management, especially during planned absences.
• Assist managers with onboarding and training new caseworkers through activities such as shadowing and call monitoring.
• Report all adverse events promptly to designated units and departments.
• Perform additional duties and tasks as assigned periodically.

Qualifications

• A High School Diploma, GED, or equivalent experience is required.
• Minimum 2 years of experience in reimbursement support, patient services, healthcare support, case coordination, claims support, or related fields is necessary.
• Preferred certifications include reimbursement support, patient access, customer service management, CRM systems, or process improvement qualifications.

Compensation and Benefits

The salary range for this role is CAD 41,856 to 70,741 annually.

Cencora offers a competitive compensation package, comprehensive medical, dental, and vision benefits, and an inclusive culture that promotes employee wellness across physical, emotional, financial, and social dimensions. Support services include backup dependent care, adoption assistance, infertility treatments, family-building benefits, behavioral health resources, paid parental and caregiver leaves, and more.

We encourage personal development through various training programs, professional advancement opportunities, mentorship, employee resource groups, volunteer activities, and other initiatives.

Equal Opportunity and Accessibility

Cencora is committed to equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, genetic information, nationality, age, disability, veteran status, or any other protected class. We are dedicated to providing accommodations for individuals with disabilities throughout the hiring and employment processes. Requests for accommodations can be made by contacting our human resources team.

We strive to maintain a harassment-free and respectful work environment, ensuring all employment decisions comply with non-discriminatory principles.