CIDM Specialist

PRIMARY DUTIES & RESPONSIBILITIES: Responsible for account setup and ongoing maintenance activity for AB/Cencora customers. Responsible for managing product access and eligibility for AB/Cencora customers. Interacts with all levels of the organization for requests related to delivery, programs and services, contracts, sales, finance, CSMP, and corporate departments. Supports the efforts for collecting, validating, and proactive licensure renewals ensuring regulatory compliance for customer and facility licensing which includes Federal DEA, State Board of Pharmacy, State Controlled Substance, and State Medical Device. Assists with Total Issue Resolution for issues that involve customer master settings and maintenance. This includes pricing, substitution, invoicing, customer eligibility, and price stickers. Responsible for following approval process for business-critical fields such as COGs. Has complete ownership of the customer file and all components such as contracts/PVAs, routing, program compliance, pricing, substitution setups, etc. Ensures data integrity of customer setup, pricing, contract information. Implements and runs the audit processes for customer profile information; generates and analyzes reports for all key customer fields such as substitution programs, pricing fields, chain id, owner id, business types and parent/child relationship. Conducts daily maintenance and troubleshooting to maintain data accuracy in various systems. Creates and produces reconciliation and auditing report. Utilizes CRM system to track maintenance and new account requests. Other duties and responsibilities as assigned.

Responsibilities

Responsible for account setup and ongoing maintenance activity for AB/Cencora customers; Responsible for managing product access and eligibility for AB/Cencora customers; Interacts with all levels of the organization for requests related to delivery, programs and services, contracts, sales, finance, CSMP, and corporate departments; Supports the efforts for collecting, validating, and proactive licensure renewals ensuring regulatory compliance for customer and facility licensing which includes Federal DEA, State Board of Pharmacy, State Controlled Substance, and State Medical Device; Assists with Total Issue Resolution for issues that involve customer master settings and maintenance. This includes pricing, substitution, invoicing, customer eligibility, and price stickers; Responsible for following approval process for business-critical fields such as COGs; Has complete ownership of the customer file and all components such as contracts/PVAs, routing, program compliance, pricing, substitution setups, etc.; Ensures data integrity of customer setup, pricing, contract information; Implements and runs the audit processes for customer profile information; generates and analyzes reports for all key customer fields such as substitution programs, pricing fields, chain id, owner id, business types and parent/child relationship; Conducts daily maintenance and troubleshooting to maintain data accuracy in various systems; Creates and produces reconciliation and auditing report; Utilizes CRM system to track maintenance and new account requests; Other duties and responsibilities as assigned

Requirements

Strong interpersonal skills, organizational skills and attention to detail; Ability to communicate effectively both orally and in writing; Good analytical skills; Working knowledge of standard Microsoft productivity tools; Demonstrated history of operating in a professional manner with customers or other associates; Excellent analytical skills relative to data analysis and data auditing; Excellent customer service skills, proven track record of detail-oriented problem solving, trouble shooting, and follow up; Demonstrated ability to work independently; Experience using ERP Systems and Salesforce or other CRM systems; Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor’s degree or equivalent work experience; Normally requires a minimum of three (3) years related and progressively responsible experience; minimum two (2) years experience with Cencora or like company in customer service, customer maintenance, or administrative position; SAP experience required; Bachelor’s degree in business administration, operations management, healthcare administration, or a related field required; Less than 2 years of experience in customer service operations, contact center coordination, workforce coordination, or related operational support roles with demonstrated agent coordination, scheduling, or administrative functions required

Nice to have

Preferred knowledge of drug distribution industry or the Cencora organization; Certification in customer relationship management, customer experience, project management, or service management preferred