||Bilingual (French / English) - Call Centre Point of Contact - Case Manager Toronto 99101|
Bilingual (French/English) Call Centre Point of Contact - Case Manager
Responsible for service issues and daily activities associated with existing client accounts and assigned physician contacts. This position will also work in a team environment to increase conversion rates and time to therapy start, provide coverage renewal services to physicians and identify areas where additional opportunities exist.
- 3+ years of service industry experience
- 1+ year experience in a call centre environment with excellent telephone skills required
- 1+ years of Case Management experience required
- Knowledge of Microsoft Office Suites, ACCESS, Internet, Lotus Notes
- Knowledge of project management
- Understanding of Pharmaceutical industry, inclusive drug coverage requirements preferable
- Excellent oral and written communication skills with a strong customer service orientation
- Excellent organization skills with good attention to detail
- Excellent interpersonal communication skills, with the ability to communicate to ALL management levels within the division as well as to patients and Health Care Professionals
- Ability to manage multiple projects simultaneously
- Excellent problem solving skills
- Excellent decision making-skills
- Actively manage assigned case load and physician sites to provide excellent service to patients and Health Care Professionals
- Coordinate and track initial coverage and renewal status.
- Maintain open channels of communication with the client and service departments to resolve all reimbursement hurdles for patients.
- Responsible for compiling and distributing monthly and /or quarterly management reports for Health Care Professionals and business partners
- Support PPOC and Program Manager by providing research and recommendations in response to internal/external customer inquiries.
- Work closely with the PPOC Manager to optimize existing processes designed to meet the needs of the customer.
- Flex benefit package
- educational reimbursement
- RRSP contributions
- 3+ week vacation time
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