Personal Care Specialist (12 month contract)

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.

• In addition, the Senior PCS must consistently demonstrate advanced leadership, team-building, and mentoring capabilities throughout the year:
  • Takes an active role in team teleconferences by sharing insights and helping facilitate communication within the team.
  • Aligns with management decisions, guides the team in adapting to and implementing new initiatives effectively.
  • Shares best practices and mentors colleagues on program processes, stakeholder engagement, and patient-centered care.
  • Actively supports and promotes positive team spirit and team engagement.
  • Serves as a positive reference/role model within AbbVie Care, upholding AbbVie standards and strategies.
  • Remains agile and open-minded when faced with change and quickly pivot when projects or strategies shift.
  • Demonstrates initiative by actively seeking opportunities to contribute to team, program, and company goals.
  • Works with DM to plan and execute various projects or sessions each year, aligning team goals with department objectives.
  • Embraces change with a positive, constructive mindset, viewing it as an opportunity for growth.
  • Identifies team or process gaps, offer solutions, and lead initiatives to implement improvements.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

Requirements:

• Bilingualism (English/French) is an asset (requirement for province of Quebec)
• Experience in customer service setting

Assets:

• 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

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

The noise level in the work environment is generally quiet.

PHYSICAL AND MENTAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing. Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus. 75% or more time is spent looking directly at a computer. Associate is frequently required to stand, walk (or otherwise be mobile). Ability to deal with stressful situations as they arise.

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.

Affiliated Companies: