Associate Analyst, MAC and Network Payor Compliance

Cencora; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Cencora is hiring for a customer support/operations role in the United States. You will deliver daily support, triage and resolve complex inquiries, maintain audit-ready records, and translate policy changes into refreshed procedures.

The role emphasizes cross-training, staffing coordination, and adherence to service levels. The position requires a Bachelor's degree in business administration or related field and 1–2 years of relevant experience in customer support or service operations.

Qualifications

• 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.

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, or service-related escalations within policy and authority.
• Acts as the first line escalation for complex cases, triages issues, documents findings, and escalates with supporting evidence when approvals are needed.
• Owns audit-ready records, case logs, service documentation, reconciliations, and updates; corrects discrepancies and prevents recurrence.
• Translates policy and service changes into updated procedures, job aids, templates, and checklists; cascades updates and monitors adoption.
• Diagnoses recurring errors and delays using operational data; implements process changes and verifies impact on quality and throughput.
• Leads day-to-day coverage coordination, cross-trains across adjacent processes, and adjusts staffing during peak volumes.

Skills

IT service management

Education

Bachelor's degree in business administration or related field

Job description

Job Details

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 AmerisourceBergen business.

Summary of Role:

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.

Education:

• 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:

• Skills and Knowledge:
  Certification in IT service management, customer support, help desk, customer success, process improvement or equivalent certification preferred.

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. For details, visit https://www.virtualfairhub.com/cencora

Full time

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

Affiliated Companies: AmerisourceBergen Services Corporation