Gestionnaire de Cas, Bilingue /Bilingual Caseworker

Cencora seeks a bilingual caseworker to provide patient and healthcare professional support through their Innomar Strategies division in Canada. The role involves managing patient cases, handling inquiries via phone and email, administering support programs, and ensuring timely resolution of requests within pharmaceutical and biotech service frameworks.

Responsibilities

• Serve as initial contact for patient, provider, and client inquiries via phone, email, and ticketing systems
• Document cases, track follow-ups, and update records using case management tools until resolution
• Provide accurate information on HR processes, systems, and policies; direct complex cases to specialists
• Administer patient support programs, including clinical monitoring, compliance tracking, and adverse event reporting
• Conduct outbound calls for patient programs and market research initiatives; participate in training of new staff

Requirements

• Associate degree or equivalent experience in business, administration, sales, marketing, or computer sciences
• Minimum one year customer service experience
• Bilingual fluency in English and Canadian French
• Strong written and oral communication abilities
• Proficiency with Microsoft Word, Excel, and Outlook
• Ability to multitask with attention to detail and problem-solving skills
• Medical or pharmaceutical field experience preferred