Job Summary:
The Chargeback Analyst is responsible for the timely validation of debit and credit memos within Model N, managing all trading partner accounts exceeding $400M+ in annual total in validation and processing. This position will manage day-to-day engagement with chargeback vendor(s) by resolving errors and maintaining regular communication with Wholesaler and Distributors.
Principal Accountabilities:
Adjudication & Validation: Analyze daily chargeback transactions to ensure credits are accurately issued within a 3–5-day window in Model N. Serve as the primary analyst responsible for researching and investigating errors to mitigate systemic issues.
Multi Channel Revenue Protection: Oversee adjudication and reconciliation of high volume EDI 844 / 844 resubmissions transactions and manual claims across distributor and direct purchase channels.
Data Integrity Collaboration: Partner closely with the Membership Analyst to resolve customer misalignments and "bad data" trends. Leverage cleansed customer master data to execute flawless financial transactions and identify recurring rejection patterns that require upstream correction. Builds business cases to implement appropriate technologies and platforms
Trend Analysis & Reporting: Utilize internal reporting tools (Power BI) to identify and visualize trends associated with claim submissions and dollar impact. Communicate these insights to Account Managers and the Finance team to improve overall account health and profitability.
Possess a broad mastery of service and administrative functions, including in-depth knowledge of administrative systems and financial basics
Possess in depth knowledge of business operation systems, workflows and downstream impacts, proactively identifying gaps and recommending improvements
Operate at a high level to consistently meet or exceed business unit quality and productivity standards
Follow established policies and procedures
Account Stewardship & Business Reviews: Act as a contact for customers, account managers, and inter- departmental areas within Commercial. Support regularly scheduled business reviews with wholesaler/distributors to review error trends, provide suggestions for solutions, and ensure all operational action items are tracked to completion. Support alignment by establishing processes that leverage insights, share best practices, and create a culture of open and transparent communication.
Order-to-Cash Financial Reconciliation: Partner with Accounts Receivable to support customer credit clearance. Ensure chargeback processing speed aligns with established KPIs to prevent disruptions in the order fulfilment cycle managed by Order Management.
Collaborate on cross functional projects and special assignments, acting as a subject matter expert and department liaison
Embrace and support change to move the organization forward in support of strategic goals and objectives
Support IT efforts to drive initiatives, system enhancements, testing and production support
Audit & Compliance:
Support internal and external audits. Investigate and analyse all audit claims to resolution and provide meticulous documentation supporting the outcome in compliance with requirements.
Make suggestions to improve existing scorecards and other reporting outputs
Operate with a high degree of discretion and apply independent decision making, with the ability to think outside the box, offering Management unique solutions
Model behavior that builds relationship with customers and Sales to develop loyalty and enhance customer experience
Partner with internal stakeholders to create/maintain department procedures and training materials
Dedicated to forward-looking strategic analysis that drives member growth, retention, and contract performance
Assist with peer-to-peer coaching and education as it is relates to routine, specialty or complex processes and systems
Assist in writing test cases, scripts and testing of new system enhancements
Scope/Accountability:
Employee will have responsibility day-to-day maintenance of customer data to ensure accurate chargeback processing
Employee will be accountable for timely resolution of chargeback exceptions
Employee will be accountable for synchronization of GPO/PBG rosters with internal systems
Employee will utilize advanced data analysis techniques to identify data mismatches and ensure that customer accounts are correctly aligned and paid with their contractual tiers
Impact/Influence/Liaison:
Employee will serve as a primary operational partner to Commercial Operations, ensuring alignment between membership strategy, contract performance, and execution.
Employee will collaborate closely with Sales to support customer onboarding, issue resolution, reporting needs, and overall account performance, ensuring a seamless customer experience.
Employee will act as the operational liaison between third-party vendors and internal Information & Technology (I&T) teams to facilitate system integrations, data exchanges, issue resolution, and process improvements.
Directly influence customer satisfaction and retention by proactively identifying operational gaps, resolving escalations, and driving service excellence.
Employee will partner with Finance, Pricing, and Contracting teams to address complex customer inquiries, validate pricing and eligibility, and resolve discrepancies impacting revenue or compliance.
Key Relationships:
Internal
Finance – chargebacks, invoicing, credit/debit issuance, credit allowance and product returns
Pricing & Contracts – assurance of customer pricing and contractual delivery terms
eCommerce/IT – partner to meet customer growing digital expectations
Sales – work directly with all field partners to address customer needs and enhance the customer experience
Marketing Customer Experience – partner to ensure customer strategy is supported
External
Employee serves as a reliable point of contact for membership-related inquiries, fostering trust and ensuring a seamless experience that supports contract compliance and customer satisfaction.
Decision Making:
Ability to understand customer issues and respond in a timely manner
Ability to understand all aspects of the chargeback and order to cash process
Ability to understand the impact of financial data and membership changes on chargeback accuracy, revenue recognition, contract compliance, and overall customer profitability.
Innovation:
Provides unique and efficient solutions to customer problems
Identifies improvements for sales/chargeback/order to cash management internally and with customers
Develop communication strategies that support varying/changing customer interfaces and needs
Knowledge, Skills & Competencies:
Previous experience in the pharmaceutical/ finance /accounting / regulatory industry or high touch customer service environment preferred
Analytical Rigor: Ability to identify "Error Trends" and translate raw data into actionable insights. Strong critical thinking and analytical abilities.
Financial Stewardship: Foundational understanding of the Gross-to-Net (GTN) impact of chargeback accruals and their role in financial forecasting. Collaborates with Finance and Compliance stakeholders on initiatives to improve adherence to policies and procedures. Responsible for supporting accruals and other finance department needs.
Excellent written verbal and written communication skills and ability to craft documentation
Strong interpersonal skills via direct communication and indirect via email
Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting
Able to provide accurate feedback regarding how customers feel about our level of service
Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve problems
Ability to work across internal cross-functional teams (Finance, Sales and Distribution, Accounts Receivable, IT, Commercial Operations, and senior managers) and represent Customer Operations
Proficiency in MS Excel, Business Intelligence reporting (BI) and SAP (6.0 later preferred), EDI and SAP experience preferred
Systems: Familiarity with Model N, Member Centric, or similar ERP/Contracting systems is preferred but can be trained
Minimum Requirements:
The expected base salary range for this position at hiring is $69,000 – $87,000. Please note this salary range reflects the minimum and maximum base pay that CSL expects to pay for this position at the listed location as of the time of this posting. Indivi
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