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Cencora
Cencora
ConsultingHealthcareLogistics
Cencora works across healthcare, logistics, and consulting to support the delivery of medicines and health solutions for people and animals. Building on the legacy of AmerisourceBergen, the company provides specialty logistics and warehousing, drug research and clinical development support, commercialization and patient access services, and wholesale and specialty distribution. Its customers include pharmaceutical companies, physician practices, pharmacies, and health systems, alongside organizations serving animal health. Cencora’s broad operating model connects products, services, and supply-chain expertise across the healthcare ecosystem.
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Senior Bilingual Caseworker – Patient Support and Software QA

Senior bilingual caseworker supporting Cencora’s Canadian patient programs and pharmaceutical services. The role combines patient case management, clinical follow-up, telephone support, adverse-event reporting, and healthcare software quality assurance.

CACanada
$55,000 – $86,350 / year
RemoteFull-timeSeniorEnglish RequiredFrench RequiredBilingual
ERP

Description

  • Assess the required quality-assurance oversight for IT systems.
  • Coordinate with IT teams and third-party vendors on business requirements and complex testing plans, scenarios, and scripts throughout the testing lifecycle.
  • Review unit-test documentation for validated systems before QA and user acceptance testing.
  • Develop test plans and test summary reports.
  • Design scenarios and configuration data for functional, integration, challenge, regression, security, performance, and automated testing.
  • Perform real-world testing to confirm application readiness before formal testing.
  • Execute approved functional, integration, challenge, and regression test scenarios.
  • Record defects and coordinate defect-triage meetings with stakeholders.
  • Inform Change Management when tested code is approved for production release.
  • Maintain process and application documentation.
  • Facilitate user acceptance testing and support third-party oversight.
  • Manage assigned projects and cases.
  • Deliver telephone support programs for patients, healthcare professionals, and funding bodies.
  • Administer case-management protocols covering clinical monitoring, data collection, follow-up, compliance, therapy disruption or discontinuation monitoring, adverse-event reporting, and healthcare-provider liaison.
  • Implement pharmaceutical and biotechnology market-research initiatives.
  • Make outbound calls and record activities in program databases.
  • Complete refresher and specialized product or program training.
  • Provide feedback on protocols, databases, processes, and interdepartmental relationships.
  • Communicate case status during absences and help train new caseworkers.
  • Report all adverse events to the appropriate units or departments.
  • Complete other assigned duties.

Requirements

  • At least three years of progressively responsible experience in software testing or quality assurance.
  • Bachelor’s degree in software engineering or a healthcare-related field.
  • Experience testing healthcare, pharmaceutical, or ERP applications; pharmacovigilance experience is preferred.
  • Experience with integration or API testing.
  • Experience using automated testing management tools.
  • Hands-on experience with validated systems in a regulated industry.
  • At least two years of customer service experience.
  • French-English bilingual proficiency, written and verbal, is an asset.
  • Strong proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
  • Flexibility to work shifts between 8:00 a.m. and 8:00 p.m.
  • Critical-thinking skills for problem-solving.
  • At least two years of experience working for a patient support program.
  • Call-centre experience is an asset.
  • Strong written and verbal communication skills, including effective telephone etiquette.
  • Demonstrated ability to manage time, prioritize tasks, and multitask.
  • University degree in a related field or equivalent experience.
  • Ability to use automated enterprise testing tools.
  • Experience with HP Quality Center, Jira, or Zephyr is an asset.
  • Knowledge of CDS, office services, HP testing tools, or equivalent testing tools.
  • Strong analytical, problem-solving, and conceptual abilities.
  • Excellent organization and attention to detail.
  • Advanced knowledge of the pharmaceutical distribution industry.
  • Working knowledge of automated warehouse operating systems.
  • Strong business and financial acumen.
  • Strong analytical and mathematical abilities.
  • Fully bilingual communication skills.
  • In-depth knowledge of patient support programs.
  • Strong technical skills and the ability to learn new software and databases quickly.

Benefits

  • Medical, dental, and vision coverage
  • Backup dependent-care support
  • Adoption assistance
  • Infertility coverage
  • Family-building support
  • Behavioral health resources
  • Paid parental leave
  • Paid caregiver leave
  • Training programs
  • Professional development resources
  • Mentorship programs
  • Employee resource groups
  • Volunteer opportunities
  • Reasonable accommodations throughout the employment process and during employment

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