MAC Program Support Representative 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

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.

Job Details Job Description

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

Summary of Role:

Under the direction of the Senior Manager, the MAC Program Support Rep II is accountable for the end-to-end management of Maximum Allowable Cost (MAC) cases across the GNP/Elevate/Accelerate programs. This role owns the full MAC lifecycle - from daily intake, data entry, and PBM submissions through appeal processing, response challenges, and customer reporting. The MAC Program Support Rep II serves as the team's subject matter expert and escalation point for all MAC-related activities, ensuring timely resolution, accurate case management, and favorable outcome optimization on behalf of member pharmacies.

Shift Details: Monday-Friday 8am-5pm PST, hybrid in office in Orange, CA 2 days

Pay Details: $24/hr-$26/hr/hr (DOE)

Responsibilities:

• Receives, identifies, and triages all MAC requests submitted via the MAC mailbox
• Performs daily data entry of all MAC requests, additions, and updates - including online submissions and outcome communications.
• Submits weekly research requests to PBMs; tracks and follows up on open items.
• Manages the MAC mailbox, ensuring timely response and queue hygiene.
• Creates, updates, and closes MAC cases in the applicable system(s) in accordance with established workflows.
• Monitors case aging and prioritizes pending review queue to minimize backlog
• Updates MAC cases based on PBM responses; documents outcomes accurately for audit and reporting purposes.
• Submits MAC appeals to PBMs within required timeframes; tracks submission status and outcomes.
• Challenges unfavorable MAC responses using available program data and appeal pathways.
• Monitors favorable vs. unfavorable outcome rates and escalates systemic issues or trends to management.
• Serves as the escalation point for complex MAC cases and PBM disputes.
• Produces bi-weekly and monthly customer-facing MAC reports, including case volume, submission rates, and outcome summaries.
• Tracks and communicates key MAC performance metrics (e.g., case creation, submission rate, favorable outcome rate, pending review aging).
• Partners with cross-functional teams (IT, operations, PBMs) to resolve MAC-related issues impacting customer economics.
• Maintains SOPs, reference materials, and documentation for MAC workflows.
• Flags and escalates systemic MAC pricing issues that may impact program participation or customer retention.

Education:

• High School Diploma/GED or equivalent experience required.

• 3+ years of experience in customer systems support, customer operations, service operations, order management, case management, or a related field required.

• Certification in IT service management, customer support, customer relationship management systems, process improvement, or equivalent certification preferred.

Skills and Knowledge:

• Customer service skills to properly resolve common everyday issues to prevent escalations or customer complaints.

• Strong personal organizational skills to facilitate successful completion of tasks and priorities as assigned.

• Ability to work interdependently with other team members to accomplish daily tasks and processes.

• Ability to communicate effectively and professionally verbally, non-verbally, and in writing

• Introductory computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and Access; or similar database programs and structures.

• Introductory knowledge and experience in using features of Microsoft Outlook including: E-mail File Retention and Retrieval, Contact Management, and Calendar and Task Tracking Tools.

• Preferred working knowledge or experience of pharmacy benefit management companies and retail pharmacy operations

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 cencora

Full time Salary Range* $34,000 - 62,370

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

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

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Affiliated Companies:

Affiliated Companies: AmerisourceBergen Services Corporation