Gestionnaire de Cas/Bilingual Caseworker
Cencora
Cencora seeks a bilingual caseworker to provide first-line support for patient, provider, and HR inquiries in Canada. The role involves managing cases, resolving customer requests, processing administrative transactions, and escalating complex issues to specialized teams.
Responsibilities
- Handle incoming calls, emails, and customer requests; answer questions and resolve issues related to HR processes and systems
- Document inquiries and track resolutions using case management tools; maintain client follow-up until closure
- Perform basic administrative processing, data entry, document verification, and form management
- Escalate complex cases requiring interpretation to Level 2 specialists or Level 3 Center of Excellence representatives
- Meet performance metrics including call resolution rates, response times, and case quality standards
Requirements
- Minimum one year customer service experience
- Fluent in French and English (bilingual required)
- Associate degree or equivalent combination of education and experience
- Strong multitasking, problem-solving, and organizational skills
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
- Attention to detail and ability to meet deadlines consistently
- Experience in pharmaceutical or medical field considered an asset
Vacancy posted 1 day ago
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