Specialist Resolution Team

Job Summary

Responsible for interacting and managing the needs of internal clients, including the handling of call center escalations and requests, working reports on a regular cadence or on a non-routine basis, and working same day delivery requests.

Job Responsibilities

• Provides support to patients and providers transferred from the Operations call center when the Senior Patient Care Advocates are unable to resolve escalated issues, including via Resolution Team phone line as well as via written inquiries.
• Reviews requests for same day deliveries and escalates requests based on professional judgement and experience.
• Coordinates of approved same day deliveries with external same day courier delivery companies.
• Monitors of STAT referrals in real time and takes action when necessary, based on professional judgment and experience to ensure timely processing.
• Assigns patients to PRISM monitoring after service failures based on professional judgement and experience.
• Monitors PRISM patient referrals and action when necessary to ensure timely shipment.
• Reviews and completes reports as assigned by leadership on a regular cadence or as needed on a non-routine basis.
• Receives, researches, and responds to verbal or written inquiries from internal and external sources.
• Other responsibilities as judgment or necessity dictate.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• High School Diploma or GED.
• At least 2 years of experience in Specialty Pharmacy Operations (call center/customer service work environment or fulfillment work environment).

Preferred Qualifications

• Associate Degree in healthcare, business, or related area of study.
• At least 1 year of experience in escalation resolution and the application of de-escalation techniques.
• Strong organizational, analytical, interpretive, problem solving, and time management skills.
• Strong written and verbal communication skills.
• Strong critical thinking and issue resolution skills.
• Intermediate skill level in Microsoft Office Suite.

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits

Salary Range: $16.5 - $22 / Hourly