Personal Care Specialist

Personal Care Specialist

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Position Summary

The Personal Care Specialist (PCS) is a dynamic and rewarding full-time role based remotely from a dedicated home office. As the main and consistent point of contact for patients, the incumbent plays an essential part in guiding and supporting them through every step of their medication journey. PCS specialists are experts in reimbursement coordination, copay management, and pharmacy collaboration – helping patients quickly access their medication and resolve coverage challenges.

This role includes handling patient calls as part of a patient queue to provide timely support and reimbursement assistance. You will engage directly with patients, pharmacies, and payers to provide compassionate, personalized support, all while enjoying the stability of a set work schedule and a home base office. By anticipating needs, solving problems, and building connections, you will make a real difference in people's lives.

Primary Duties and Responsibilities

• Serves as the consistent and expert primary contact for patients, guiding and supporting them through reimbursement, copay management, and pharmacy coordination across all phases of their medication journey.
• Communicates directly with patients to gather information, educating on program services (including injection training, pharmacy options, and coverage support), and empowering patients to navigate their therapy.
• Coordinates and maintains prescription coverage and renewals, interacting regularly with pharmacies, insurance companies, and other partners to resolve obstacles and ensure timely access to medication.
• Collaborates with Field Case Managers (FCMs) and the broader care network to deliver seamless onboarding and ongoing patient support.
• Adapts services for diverse clinic and pharmacy models, connecting with preferred pharmacy teams and biologic coordinators as required by territory.
• Anticipates potential challenges, proactively problem-solves, and provides tailored guidance and support for each patient.
• Manages adverse event reporting and takes on additional program support or ad hoc duties as assigned.

Experience and Educational Requirements

• Bilingualism (English/French) is an asset (requirement for province of Quebec)
• Experience in customer service setting
• Post-secondary education certificate, diploma, or degree (preferred)
• Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support (asset)
• Knowledge of medical information, CRM systems (Salesforce), and pharmacy operations (preferred)

Minimum Skills, Knowledge and Ability Requirements

• Exceptional customer service skills and phone etiquette
• Detail and results oriented, with strong analytical and organizational skills
• Excellent time management and sense of urgency
• Ability to collaborate effectively and work autonomously in a remote home office environment
• Strong written and verbal communication skills in English and French (for Quebec/New Brunswick)
• Ability to manage multiple priorities and adapt to change and ambiguity
• Proficiency with Microsoft Office and confidence using technology
• Commitment to continuous improvement and adherence to program standards