Bilingual Caseworker

About This Role

This role is in support of Cencora's patient and provider support and pharma commercialization services in Canada, marketed through its Innomar Strategies business. The Caseworker will manage patient cases, ensuring adherence to program protocols and accurate documentation, while acting as a primary contact for assigned patients or clinics.

Responsibilities

• Adhere to general company processes and all program-specific policies/SOPs
• Administer and adhere to case-management protocols, including supporting patient access through enrolment, clinical monitoring, data collection, ongoing patient follow-up, patient/caregiver education, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
• Manage program files and documentation, accurately recording all activities in the program-specific database while ensuring files remain current, complete, and compliant based on program processes and protocols
• Act as the primary point of contact for assigned patients or clinics, in accordance with program flow
• Coordinate communication preferences with site or clinic contacts
• Manage the program telephone line; all patient programs rely on case management methods and require a significant volume of outbound calls
• Participate in market research initiatives in the pharmaceutical and biotechnology sectors involving physicians, patients, pharmacists, or other healthcare professionals
• Participate in ongoing refresher training as well as specialized training on specific products or programs, as needed by the manager
• Provide observations regarding current protocols, databases, processes, and interdepartmental relationships
• Ensure clear communication with the manager, team (pod), and program-trained colleagues regarding file management during planned absences
• Participate with managers in the training of new caseworkers, including observation and listening to calls
• Report all adverse events to designated units or departments
• Perform any other tasks, responsibilities, or projects assigned occasionally

About the Company

Cencora is united in its responsibility to create healthier futures, and every person here is essential to achieving that goal. The company offers patient and provider support and pharmaceutical commercialization services.