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 effortsCoordinate department schedules to ensure appropriate workload and ratio balanceOversee 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 complaintsAssist in establishing and refining standard operating procedures to meet/exceed service levels. Document pharmacy processes including all updatesIdentify, develop and implement potential solutions to resolve problems and/or remove barriers that inhibit the department's ability to achieve performance goalsMay 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 dictateAbout 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
Associate's degree in nursing, health care, or related area of study; or equivalent combination of education and/or relevant work experience3 years' work experience as a Patient Care Advisor or relevant experience in a health care contact center environmentIntermediate skills with Microsoft Office suite of programsStrong verbal and written communication skills, with the ability to communicate in a diplomatic and confidential mannerStrong interpersonal skills, including team leadership, conflict resolution, motivating employeesSupervisory ResponsibilitiesResponsible 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 experienceExperience 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.
Salary Range: $63100 - $101200 / Salaried