Payor Compliance Analyst – MAC & Network Operations

Cencora; United (PA); Sur place; USD 42 000 - 66 000; Plein temps

Résumé du poste

Cencora in the United States (AmerisourceBergen) is seeking a customer operations specialist to support distribution services. The role follows a Monday–Friday 8am–5pm EST schedule and is based in the US, with standard on-site requirements.

The position requires a Bachelor's degree in business administration or related field and 1–2 years in customer or technical support; IT service management certification is a plus.

Qualifications

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

Responsabilités

• 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.

Connaissances

Customer support

Technical support

Service operations

Account support

Formation

Bachelor's degree in business administration, or related field

Description du poste

Cencora in the United States (AmerisourceBergen) is seeking a customer operations specialist to support distribution services. The role follows a Monday–Friday 8am–5pm EST schedule and is based in the US, with standard on-site requirements.

The position requires a Bachelor's degree in business administration or related field and 1–2 years in customer or technical support; IT service management certification is a plus.