Job Summary:
Responsible for the leadership and development of the Patient Care contact center. This position is accountable for monitoring and ensuring the accurate and efficient delivery of customer service to members and clients.
Job Responsibilities:- Conduct performance reviews, quarterly check-ins, and staff 1:1s to guide performance management and employee development and manage toward departmental goals, including quality and process improvement efforts
- Coordinate department schedules to ensure appropriate workload and ratio balance
- Oversee all aspects of the assigned area within the Patient Care contact center to include patient care issue resolution and training, providing new/existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patient suggestions, and complaints
- Assist in establishing and refining standard operating procedures to meet/exceed service levels. Document pharmacy processes including all updates
- Identify, develop and implement potential solutions to resolve problems and/or remove barriers that inhibit the department's ability to achieve performance goals
- 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 (e.g. WIP analysis)
- May apply business knowledge to existing data products/reports to understand apparent cause of anomalies and recommendations for process or system enhancements (e.g. WIP outlier investigations)
- May provide support in remediating issues found in area of expertise, documenting findings and sharing results of executed action plans (e.g . WIP Analysis FAQ's)
- Other responsibilities as judgment or necessity dictate
About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients' care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
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
- Associate's degree in nursing, health care, or related area of study; or equivalent combination of education and/or relevant work experience
- 3 years' work experience as a Patient Care Advisor or relevant experience in a health care contact center environment
- Intermediate skills with Microsoft Office suite of programs
- Strong verbal and written communication skills, with the ability to communicate in a diplomatic and confidential manner
- Strong interpersonal skills, including team leadership, conflict resolution, motivating employees
- Supervisory Responsibilities
- Responsible for the development, oversight and implementation of departmental budget
- Responsible for leading a team through teaching, coaching and inspiring by fostering a sense of energy, ownership and a responsibility for the flawless execution of operational excellence; engage in the selection and hiring process as needed.
Preferred Qualifications
- Bachelor's degree in nursing, health care, or related area of study; or equivalent combination of education and/or relevant work experience
- Experience leading groups of 15 or more employees with accountability for individual and team development/performance management.
We will consider employment of qualified applicants with arrest and conviction records.
An employee in this position can expect a salary rate between $47300 and $121400 plus bonus pursuant to the terms of any bonus plan if applicable. The actual salary will depend on experience, seniority, geographic location, and other factors permitted by law. This job posting will remain open for 5 days from the job posting date. 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.
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