This role is in support of Alcura, a Cencora business offering pharma and patient support services in Europe.

In this role you will manage all incoming and outgoing contacts thereby providing the highest quality service possible to all of Alcura’s customers, including patients and healthcare professionals. Ensure that the co-ordination of the provision of drugs, administration equipment and support to both patients at home and other customers in the healthcare industry is conducted efficiently and effectively.

Responsibilities will include:

• Respond to customers’ enquiries in a knowledgeable and professional manner, ensuring that the customer is informed of all specific requirements relating to the delivery of their medication and that the detail of those contacts are logged on the appropriate system for future reference.
• To contact the customer to schedule their medication delivery and equipment or consumable items ensuring adherence ensuring both the customers’ and hospital needs are met as well as internal KPI’s achieved.
• To assist with arranging deliveries around a nurse schedule, contact with Nurses may be required during busy periods or periods of time where a change has had to be made.
• To manage patient medication stock levels, ensuring that all patients have no gaps in treatment and that CRM reflects the correct compliance
• To assist with implementation of new business to ensure the correct services if being offered
• Report adverse events, service failures and complaints according to company policy
• Take ownership of any customer issues, ensuring they are logged on the appropriate system and that the customer is kept regularly updated on all progress until a successful and timely conclusion is reached.
• Handle customer queries professionally and endeavour to agree an outcome that re-instils the customer’s faith in Alcura and where possible avoid need for further escalation, service issue or complaint
• Where necessary and in agreement with the customer and your line manager, select and implement the appropriate service recovery plan by means of lowest cost resolution to meet customer’s needs but minimise unnecessary additional costs.
• To manage the repeat prescription and repeat delivery batch processes to ensure continuity of therapy for patients within KPI expectations

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We would value the following attributes:

• High School Diploma/GED or equivalent experience required.
• Experience in patient access, reimbursement, prior authorisation, benefit verification, managed care coordination, specialty pharmacy, or a related field required.
• Registered Nurse (RN) license or equivalent certification required. Prior Authorisation Certified Specialist (PACS), or equivalent certification preferred.
• Knowledge of 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.
   

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

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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 [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned