Associate Analyst, MAC and Network Payor Compliance

Cencora • Remote, KY

9d

About The Position

This role supports Cencora's U.S. distribution services, which operate through its AmerisourceBergen business. The position delivers and coordinates daily customer support operations, resolves complex inquiries and escalations, maintains accurate audit-ready records, and helps keep procedures current as business, policy, compliance, and service requirements change. It also uses operational data and case trends to identify recurring problems and improve service quality and throughput.

The standardized job profile is a non-contractual reference; actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Applicable employment agreements, local terms, prior job descriptions, collective bargaining agreements, and mandatory local laws prevail where relevant.

The stated shift is Monday through Friday, 8:00 a.m. to 5:00 p.m. EST. The role requires a bachelor's degree in business administration or a related field, or equivalent experience, and 1–2 years of related experience. A relevant certification is preferred.

Requirements

• Bachelor's degree in business administration or a related field, or equivalent experience.
• 1–2 years of experience in customer support, technical support, service operations, installation support, account support, call center support, or a related field.

Nice To Haves

• Certification in IT service management, customer support, help desk, customer success, process improvement, or an equivalent certification.

Responsibilities

• 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.
• Serves as the first-line escalation point for complex cases, triages issues, documents findings, and escalates cases with supporting evidence when approval thresholds or policy exceptions apply.
• Prepares and maintains accurate 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; shares updates with the team and checks adoption.
• Uses operational data and case trends to diagnose recurring errors, service delays, and control gaps; implements approved process changes and verifies their impact on service quality and throughput.
• Coordinates day-to-day coverage, supports cross-training across adjacent processes, and adjusts staffing or work sequencing to maintain continuity during peak volumes and absences.

Benefits

• Medical, dental, and vision care
• 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
• Training programs and professional development resources
• Mentorship programs
• Employee resource groups
• Volunteer activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level