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.