Cencora

Support Engineer

• Partner with stakeholders across Sales, Member Operations, and IT to elicit, document, and validate business and functional requirements for Salesforce CRM enhancements and new capabilities
• Analyze current-state CRM workflows, identify gaps and inefficiencies, and recommend future-state process improvements aligned with SGPO's strategic goals
• Translate business requirements into user stories, acceptance criteria, and process flow diagrams for the Salesforce development team
• Serve as a liaison between business stakeholders and the Salesforce technical team throughout the project lifecycle
• Leverage CRM data to identify trends, measure solution impact, and support data-driven decision-making
• Collaborate with Project Managers and Scrum Masters on Agile sprint planning, backlog grooming, and delivery milestone tracking
• Support end-user training, communication planning, and adoption efforts for Salesforce platform updates and feature rollouts
• Serve as a subject matter expert on Salesforce Service Cloud, supporting case management, service console configuration requirements, entitlements, and customer service process design
• Apply Salesforce Experience Cloud knowledge to support customer- or partner-facing portal experiences
• Stay current on Salesforce product roadmap updates, industry best practices, and emerging CRM trends to recommend enhancements

Senior Analyst, Technical Business Solutions

Artificial Intelligence

• Lead user interviews, usability studies, contextual research, and validation experiments
• Create and iterate on low- to mid-fidelity prototypes, concept sketches, storyboards, and interaction flows
• Develop and maintain user personas, journey maps, workflow diagrams, and experience models
• Support dual-track discovery and delivery with engineering and product teams
• Facilitate co-creation sessions with users, subject matter experts, and business partners
• Synthesize research data and produce actionable insights and recommendations
• Define and track desirability, usability, and early business-value metrics
• Collaborate with Data & AI product, engineering, analytics, and architecture teams
• Maintain research documentation, prototypes, repositories, and design standards
• Ensure solutions meet accessibility, compliance, and technical feasibility requirements
• Continuously improve discovery practices based on feedback, outcomes, and emerging best practices
• Perform related duties as assigned

Data & AI Product Discovery Designer

Reimbursement Specialist

• Manage assigned projects and/or cases
• Adhere to general company processes
• Implement call-centre programs and provide telephone support to patients, healthcare professionals, and funding bodies
• Support funding and access issues, including private, public, and special access programs
• Support compliance programs
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
• Implement pharmaceutical and biotechnology-related market research initiatives with physicians, patients, pharmacists, and other allied health professionals
• Conduct significant outbound calling as part of patient programs
• Document each activity in program-specific databases
• Attend ongoing refresher training and specialized training courses
• Provide feedback regarding protocols, databases, processes, and inter-departmental relationships
• Communicate case-management updates to the manager, pod, and program-trained colleagues during absences
• Participate in training new caseworkers, including shadowing and call monitoring
• Report all adverse events to assigned units/departments
• Perform other duties and tasks as required

Reimbursement Specialist, Rare Diseases

Caseworker

• Manage assigned projects and/or patient cases within the Specialty Services Department
• Provide telephone support to patients, healthcare professionals, and funding bodies
• Address funding and access issues, including private, public, and special access programs, and compliance programs
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers
• Implement pharmaceutical and biotechnology-related market research initiatives with physicians, patients, pharmacists, and other health professionals
• Make significant amounts of outbound calls for patient programs
• Document each activity in the program-specific database
• Attend refresher training and specialized product training
• Provide feedback on protocols, databases, processes, and inter-departmental relationships
• Communicate case-management information to managers, pod members, and program-trained colleagues during planned absences
• Participate in training new caseworkers, including shadowing and call monitoring
• Report all adverse events to assigned units/departments
• Perform other duties and tasks as assigned

General

• Execute onboarding tasks and checklists within documented procedures and service levels
• Clarify complex but familiar customer requirements and align dependencies with internal partner teams to enable smooth handoffs
• Analyze and validate data across multiple systems and reports, resolve discrepancies, and document decisions to support audit-ready outputs
• Ensure documentation and handoff deliverables are complete, accurate, and decision-useful
• Provide timely status updates, surface risks early with proposed options, and escalate atypical issues according to established thresholds
• Coordinate personal workload against a defined plan, manage capacity constraints, and meet assigned milestones
• Refine templates, checklists, and knowledge articles as part of continuous improvement
• Share knowledge with peers and new hires where appropriate

Account Experience Liaison

Program Manager

• Lead an assigned workstream within the broader enterprise-wide transformation program
• Own day-to-day planning, coordination, execution oversight, and delivery tracking for the workstream
• Define and actively manage workstream objectives, milestones, deliverables, and dependencies
• Drive accountability across team members and stakeholders to achieve committed outcomes
• Develop and maintain detailed workstream plans, timelines, milestones, and action logs
• Coordinate activities across business, IT, functional teams, and external implementation partners
• Monitor progress against plan and proactively identify risks, issues, and delivery gaps
• Drive timely resolution of blockers and escalate matters as appropriate
• Identify, track, and manage workstream risks, issues, assumptions, and dependencies
• Partner with other workstream leads to address cross-functional impacts and integration points
• Escalate critical risks and decisions to the Program Lead with recommended actions
• Prepare regular status updates on workstream progress, milestones, risks, issues, and decisions
• Support program governance forums with timely, accurate, and transparent reporting
• Maintain documentation, decision logs, action items, and key workstream artifacts
• Build relationships with business, IT, and functional stakeholders
• Partner with implementation teams and vendors to align scope, deliverables, and timelines
• Facilitate discussions, drive alignment, and support stakeholder decision-making
• Support readiness, process alignment, and adoption activities
• Help ensure the workstream is operationally ready for implementation
• Reinforce focus on business outcomes, user impact, and sustainable adoption
• Drive disciplined execution, issue resolution, and follow-through
• Ensure alignment with program governance, standards, templates, and reporting expectations
• Support integrated planning and coordination with the broader transformation office and program leadership team
• Lead workstream budget management, including actuals, forecast, accruals, and variance analysis
• Partner with Finance and PMO to maintain accurate financial reporting and forecast updates
• Drive repeatable financial management processes aligned with program governance and financial best practices
• Identify, communicate, and help mitigate budget risks, forecast changes, and cost impacts
• Ensure financial controls and documentation are audit-ready

Senior Program Manager

Bilingual

• Review patient files, treatment history, provider inputs, and supporting documentation to confirm readiness for case action and next-step processing
• Execute clinical and operational procedures supporting patient enrollment, therapy coordination, case progression, and access to prescribed treatment
• Audit case activity, follow-up actions, and documentation quality to identify discrepancies, delays, and process gaps
• Evaluate therapy access barriers, coverage issues, and coordination risks for timely escalation and resolution
• Interpret program protocols, product guidance, and operational requirements
• Provide clear direction to patients, providers, and internal teams
• Coordinate with healthcare providers, pharmacies, clinics, and support teams to reduce disruption in therapy access or administration
• Uphold adverse event reporting, documentation controls, and communication standards aligned with clinical, quality, and regulatory expectations