Case Manager, Bilingual Caseworker

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary point of contact for client communications via calls, emails, and inquiries regarding HR processes and systems.

• Document questions and requests, provide resolutions, and update records utilizing case management tools.

• Follow up with clients and perform additional research as necessary.

• Maintain ongoing communication with clients until their inquiries are fully resolved.

• Deliver accurate, consistent, and timely responses to standard inquiries concerning HR processes, systems, and policies.

• Carry out basic administrative tasks, transaction approvals, data entry, and document verification.

• Guide associates on company practices and tools, such as the Intranet, ESS, and MSS.

• Refer complex cases to Level 2 specialists or Level 3 COE representatives.

• Manage incoming and outgoing forms and information while handling document scanning.

• Cultivate a comprehensive understanding of client needs.

• Identify and address client issues while anticipating their requirements.

• Achieve key performance metrics related to calls and cases.

• Execute various assigned HR tasks and projects.

• Provide support for Cencora’s patient and provider support and pharmaceutical commercialization services in Canada through Innomar Strategies.

⛳️ Requirements

• General education in areas such as business administration, accounting, sales, marketing, computer science, or similar fields, typically acquired through the completion of a two-year associate degree program or a comparable mix of education and experience.

• A minimum of one (1) year of experience in customer service.

• Bilingual proficiency in French and English is mandatory.

• Capability to multitask effectively.

• Strong attention to detail.

• Excellent problem-solving abilities.

• Experience in the medical and pharmaceutical sectors is advantageous.

• Familiarity with Word, Excel, and Outlook.

• Advanced understanding of the pharmaceutical distribution industry.

• Working knowledge of automated warehouse operating systems.

• Strong business and financial understanding.

• Strong analytical and mathematical capabilities.

• Ability to communicate effectively in both oral and written forms.

• Effective interpersonal and leadership abilities.

• Strong organizational skills with meticulous attention to detail.

• Ability to consistently meet deadlines.

• Exceptional problem-solving skills, with the capacity to resolve issues efficiently and effectively.

• Excellent presentation skills.

• Proficiency in Microsoft Word, Excel, PowerPoint, and other Microsoft Office applications.

• Ability to manage daily interactions with unilingual English-speaking customers, patients, or peers from various cross-functional teams.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care services.

• Adoption assistance programs.

• Infertility coverage options.

• Support for family-building.

• Behavioral health solutions.

• Paid parental leave benefits.

• Paid caregiver leave.

• Access to training programs.

• Resources for professional development.

• Mentorship opportunities.

• Employee resource groups.

• Opportunities for volunteer activities.

• Reasonable accommodations provided during the hiring process and throughout employment.