Lead Specialist Program Support

Job Details

RESPONSIBILITIES

Advanced Operations Ownership Leads complex workstreams including contract intake/review tracking, termination processing coordination, contract research, and maintenance of critical databases and files. Oversees quality and timeliness of network communications and materials; ensures accuracy and alignment with current program rules. Performs advanced invoice audit support per contract; supports A/R and A/P exception resolution where applicable. Leads and manages the end-to-end credentialing process to ensure data accuracy and rapid turnaround — including collecting and updating licensing and insurance, FWA attestation, producing and delivering monthly full credentialing files to PBMs. Escalations & Stakeholder Coordination Serves as the primary escalation point for provider/PBM/MCO issues that impact participation, claims processing outcomes, or network roster accuracy. Coordinates across internal teams (managed care directors, account management, retail sales leadership, compliance, operations) to drive decisions and resolution. Establishes clear escalation pathways and ensures documentation of decisions, approvals, and outcomes. Queue Leadership & Service Management Oversees day-to-day workload orchestration: call/email/fax case routing, priority assignment, aging management, and follow-through. Tracks recurring issues, identifies root causes, and partners with management to implement corrective actions (process fixes, training, system requests). Training, Mentoring & Standardization Acts as primary trainer/mentor for reps; provides structured coaching on contracts, database governance, PBM interactions, and customer communication standards. Maintains and improves SOPs, templates, and checklists; drives consistent adoption across the team. Data Integrity, Reporting & Insights Performs audits and spot checks to ensure data integrity in network databases and contract files. Develops and provides reporting/trend insights (contact drivers, defects, rework rates, cycle time, escalation themes) to management; recommends process enhancements. Continuous Improvement & Manager Support Supports leadership objectives related to customer experience, retention, and process efficiency by: Implementing best practices for membership/network accuracy Reducing avoidable escalations and rework Improving turnaround times for provider-impacting requests Assists with drafting internal/external communications (as delegated) and ensuring message accuracy and compliance.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS

Able to understand market trends that effect pharmacy business. Ability to work independently with minimal supervision; self starter. Strong analytical skills and attention to detail. Ability to convey results of analysis and resolve problems in a logical organized fashion. Ability to manage multiple projects and deadlines. Ability to communicate effectively, both orally and in writing, and strong interpersonal skills. Possess decision making and problem solving ability. Proficient in Microsoft Office Excel, Access, Word and Power Point. Must be proficient in personal computers and server usage. Experience with relational databases and knowledge of query tools and/or statistical business intelligence software (Micro Strategy) is beneficial. Possess a high discipline for performing quality work and a strong focus on customer satisfaction. Schedule Full time Salary Range• $57,900 - 85,360 •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/Massacusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

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AmerisourceBergen Services Corporation 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 hrsc@cencora.com . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned