Job Summary
Provides new and existing patients with the best possible patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback and suggestions. As the first line of contact to patients and stakeholders, the patient care advocate will set the tone for how our company and services are experienced…
Job Responsibilities
Provides primary support and resolution for escalated issues and challenging cases.
Connects patients with pharmacists for counseling and clinical inquiries as required.
Escalates calls to clinicians, insurance verification teams, specialized teams and support teams as required.
Assists with new hire nesting and departmental training.
Performs quality monitoring and audits.
Closely monitor call queues and agent status.
Assists with Work in Progress (WIP) and workflow coordination.
Reviews reports and complete any required actions or activities.
May have responsibility for monitoring the health of assigned workflow areas in order to make recommendations for action, provide follow up on previous action plans to gauge effectiveness and integrate lessons into future approach recommendations (for example WIP analysis).
May apply business knowledge to existing data products or reports to understand apparent cause of anomalies and recommendations for process or system enhancements (for example WIP outlier investigations).
May provide support in remediating issues found in area of expertise, documenting findings and sharing results of executed action plans (for example WIP Analysis FAQs).
Other responsibilities as judgment or necessity dictate.
About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBAs purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nations medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.
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The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits
“An Equal Opportunity Employer, including disability/veterans”
Basic Qualifications
High School diploma or equivalent GED
1 year of work experience
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Good verbal and written communication and interpersonal skills with the ability to communicate in a diplomatic and confidential manner.
Basic knowledge of and skills using MS Windows, MS Office Suite and/or other similar operating/software programs
Preferred Qualifications
Call Center or Customer service experience in a healthcare, specialty pharmacy, PBM, call center setting or other related industry including but not limited to adherence, quality, After Call Work (ACW), etc.
Proficient computer skills with ability to learn proprietary company software
Experience with Microsoft Office Suite
Ability to understand and follow instructions, work independently and efficiently.
Experience working with multiple systems with flexibility and the ability to multitask