End-to-End MAC Program Specialist II

AmerisourceBergen Corporation (Cencora); Orange (CA); Hybrid; USD 68,770,000 - 74,501,000; Full time

Job summary

Cencora, a leader in health care distribution, is seeking a MAC Program Support Rep II to manage the end-to-end MAC lifecycle for member pharmacies. You will handle intake, data entry, PBM submissions, appeals, and reporting under the Senior Manager's guidance.

The role emphasizes timely resolution, accurate case handling, and escalation as needed. This is a hybrid position based in Orange, CA, with 8am–5pm PST hours and 2 in-office days.

Qualifications

• High School Diploma or GED or equivalent experience.
• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field.
• Certification in IT service management, customer support, customer relationship management systems, process improvement, or equivalent preferred.

Responsibilities

• Receives, identifies, and triages MAC requests via MAC mailbox.
• Performs daily data entry of all MAC requests and updates to PBMs.
• Submits weekly PBM research requests and tracks open items.
• Manages the MAC mailbox and maintains queue hygiene.
• Creates, updates, and closes MAC cases in the system per workflows.
• Monitors case aging and prioritizes backlog to minimize delays.
• Updates MAC cases based on PBM responses and documents outcomes for audits.
• Submits MAC appeals within required timeframes and tracks outcomes.
• Challenges unfavorable MAC responses using program data and appeal options.
• Monitors metrics like case creation and submission rate; escalates systemic issues.
• Partners with IT, operations, PBMs to resolve MAC-related issues.
• Maintains SOPs and documentation for MAC workflows.
• Escalates pricing issues impacting participation or retention.

Skills

Customer service

Organizational skills

Communication skills

Team collaboration

MS Office basics

Outlook knowledge

PBM familiarity

Education

High School Diploma/GED

Tools

PBM systems

Job description

Cencora, a leader in health care distribution, is seeking a MAC Program Support Rep II to manage the end-to-end MAC lifecycle for member pharmacies. You will handle intake, data entry, PBM submissions, appeals, and reporting under the Senior Manager's guidance.

The role emphasizes timely resolution, accurate case handling, and escalation as needed. This is a hybrid position based in Orange, CA, with 8am–5pm PST hours and 2 in-office days.