MAC Program Support Representative II

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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.

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