Program Support Representative I

World Courier; Orange, Northern (CA, KY); Hybrid; USD 28,930,000 - 34,440,000; Full time

Job summary

Cencora in Orange, CA is seeking a Program Support Representative I to provide frontline customer support for Elevate programs and managed care services. You will handle calls, emails, and data entry while assisting with network materials and communications.

The role emphasizes strong communication, problem solving, and teamwork with cross-functional colleagues. Office presence is required, with a typical 8-to-5 schedule and some onsite days expected.

Qualifications

• High School Diploma or GED or equivalent required.
• 2+ years of experience in customer operations, customer support, service coordination, or related field.
• Certification in customer service, contact center operations, quality, or process improvement preferred.

Responsibilities

• Provide primary telephone coverage for managed care and claims processing issues.
• Update and maintain network database; create and distribute network materials and communications.
• Offer call, fax, and email support to customers, Sales Executive, Business Coach, and Managed Care Directors to resolve issues.
• Troubleshoot website issues for Central Pay and Prescribe Wellness; escalate as needed.
• Assist with pharmacy questions including accounting, reconciliation issues, funds on hold and payment inquiries.
• Calculate pharmacy reimbursements, contracts, DIR and GER/BER rates.
• Coordinate with Elevate partnered vendors: FDS, eRx, and Prescribe Wellness.
• Identify process or system concerns and report to management; participate in team meetings and trainings.

Skills

Customer service

Troubleshooting

Organizational skills

Verbal communication

Written communication

Decision making

Problem solving

Outlook proficiency

Microsoft Office knowledge

Education

High School Diploma/GED

Tools

Excel

Outlook

Job description

## Program Support Representative IApply: Orange, CA: Full time: Posted Today: R2615951Our 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. Apply today!# **Job Details**This role is in support of Cencora's distribution services in the US operating through our AmerisourceBergen business. **Summary of Role:** Under general supervision of the Elevate Provider Network Management Team, this associate will perform duties and tasks related to the daily operations of the Network and provide support to the managed care/pharmacy services department including primary telephone coverage, management of network database, and creation and distribution of network materials and communications. **Shift Details:** Monday-Friday 8am-5pm, 2 days onsite if local to the Orange, CA office**Pay Details:** $21/hr-$25/hr (DOE) **Responsibilities:*** Primary telephone coverage for managed care and claims processing issues, updates to network database, creation and distribution of network materials and communications* Provides call, fax and email support for customers, Sales Executive, Business Coach, and Managed Care Directors to resolve customer issues for all Elevate related programs.* Troubleshoot website issues for Central Pay and Prescribe Wellness and escalates to the proper team.* Aids with pharmacy questions and issues including accounting, reconciliation issues, funds on hold and payment inquiries.* Calculating pharmacy reimbursements, contract, DIR and GER/BER rates.* Serves as liaison with Elevate partnered vendors: FDS, eRx, and Prescribe Wellness.* Awareness and understanding of Elevate Help Desk Roles, Responses, and Procedure* Work with other team members to ensure timely and proper completion of tasks and projects as assigned by management* Identify and report to management any process or system concerns/errors discovered through self-exploration or customer reported* Be a strong team player. Actively participate in team and department meetings, trainings, and activities.* Have an individual awareness of other aspects of Elevate beyond your current role and responsibilities. Understand what importance and function the other teams within Elevate have in relation to your team and functions.* Receive and identify all MAC requests received via email and distribute accordingly. Daily entry of all requests & additions including data entry, online submission, and outcome communications. Weekly submission of research requests to PBMs.* **Work Environment:** The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: The noise level in the work environment is generally quiet to moderate.* **Physical and Mental Requirements:** The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: 1. Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.2. Ability to lift and move up to 10 pounds.3. Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.4. 50% or more time is spent looking directly at a computer.5. Associate is frequently required to stand, walk (or otherwise be mobile).6. Ability to deal with stressful situations as they arise.**Education:*** High School Diploma/GED or equivalent experience required.* 2+ years of experience in customer operations, customer support, service coordination, control center operations, or a related field required.* Certification in customer service, contact center operations, quality, or process improvement preferred. **Skills and Knowledge:*** Customer service and troubleshooting 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* Possesses decision-making and problem-solving ability* Proficient in Microsoft Office Excel (e.g., VLOOKUP, Access, Word, Power Point, and Outlook)* Possess a high discipline for performing quality work and a strong focus on customer satisfaction* Proficient 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 https://www.virtualfairhub.com/cencoraFull time# ****Salary Range\\*****$43,400 - 67,980\\*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 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