Assistant, Patient Support & Services

This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.

• Processes patient support cases across intake, onboarding, benefits-related activities, prior authorization support, and follow-up steps to advance access to therapy.

• Maintains accurate patient, prescriber, case, and reimbursement-related records in designated systems to preserve traceability, documentation quality, and service continuity.

• Coordinates with prescriber office staff and other stakeholders on the use of patient assistance, reimbursement support, and related service processes within established guidelines.

• Resolves routine to moderate case, access, and service inquiries by applying standard procedures and coordinating with relevant parties to remove common barriers.

• Validates case documentation, coverage-related information, and support program inputs to enable accurate submissions and downstream processing.

• Monitors open cases, service milestones, and reimbursement-related activities to identify delays, gaps, and issues requiring timely action.

• Escalates non-standard access barriers, unresolved reimbursement issues, and exceptions outside defined procedures to appropriate stakeholders for further review.

Education:

• High School Diploma/GED or equivalent experience required.

2+ years of experience in patient access, reimbursement, prior authorization, benefit verification, managed care coordination, specialty pharmacy, or a related field required.

Work Experience:

• Registered Nurse (RN) license or equivalent certification required. Prior Authorization Certified Specialist (PACS), or equivalent certification preferred.

Skills and Knowledge:

• Knowledge in patient support program operations and case-based service delivery models.

• Knowledge in call center operations, service workflows, and quality assurance practices.

• Knowledge in training coordination, coaching support, and learning administration practices.

• Knowledge in reimbursement support programs, adherence programs, education programs, and patient support services.

• Knowledge in operational reporting, work allocation, and scheduling support practices.

• Ability to coordinate assigned projects and operational activities within established program structures.

• Ability to support training development and training delivery across patient support activities.

• Ability to provide first-line guidance on routine process and workflow inquiries.

• Ability to monitor service quality activities and identify issues requiring follow-up.

• Ability to organize work, manage priorities, and support multiple operational activities.

• Ability to communicate effectively in writing and verbally with internal stakeholders.

• Ability to work within defined service hours and support operational continuity requirements.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

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Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

AmerisourceBergen is committed to fair and accessible employment practices. When requested, AmerisourceBergen will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

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