MAC Program Support Representative II

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. Apply today! 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 https://www.virtualfairhub.com/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 888.692.2272 or email [email protected]. 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: Affiliated Companies: AmerisourceBergen Services Corporation Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health. Recruitment scams are on the rise and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines. 1.) Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy. 2.) Be Wary of Unrealistic Promises: Exercise caution If a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers 3.) Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application. 4.) Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process. 5.) Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr or alliance-healthcare.ro Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes. If you believe you have encountered a job scam posing as a Cencora opportunity, please report it immediately to: [email protected]