Associate Analyst, MAC and Network Payor Compliance

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.

This role is in support of Cencora's distribution services in the US operating through our Amerisource Bergen business.

Shift Details:
Monday-Friday 8am-5pm EST

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.

• Responsibilities:
  Delivers daily customer support operations, sequences work, rebalances assignments, and removes blockers to meet service levels, quality standards, and response timelines.
• Resolves complex customer inquiries, technical support issues, installation exceptions, account maintenance requests, and service-related escalations within established policy and authority.
• Acts as the first line escalation for complex cases, triages issues, documents findings, and escalates with supporting evidence when approval thresholds or policy exceptions are required.
• Owns the preparation and accuracy of audit-ready records, case logs, service documentation, reconciliations, and operational updates; corrects discrepancies and implements safeguards to prevent recurrence.
• Translates business, policy, compliance, and service changes into updated procedures, job aids, templates, and checklists; cascades updates to the team and confirms adoption through spot checks.
• Diagnoses recurring errors, service delays, and control gaps using operational data and case trends; implements approved process changes and verifies impact on service quality and throughput.
• Leads day-to-day coverage coordination, supports cross-training across adjacent processes, and adjusts staffing or sequencing to maintain continuity during peak volumes and absences.

• Bachelor's degree in business administration, or a related field, or equivalent experience required.
• 1-2 years of experience in customer support, technical support, service operations, installation support, account support, call center support, or a related field required.
• Skills and Knowledge:
  Certification in IT service management, customer support, help desk, customer success, process improvement or equivalent certification preferred.

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…