Job Description
Retail - Specialty - On Site
Serves as a leader and subject matter expert, ensuring that inquiries are handled in accordance with state and federal regulations. Communicates with patients, physicians and third party providers. Assists with resolution of escalated issues. Assists in assigning, monitoring and reviewing the day to day work of Centralized Services Technicians and provides coaching and guidance. Follows standard operating procedures and performs duties in accordance with Company policies and procedures. Responsible for using pharmacy systems to obtain patient and drug information. Duties may vary based on assigned department.
Job Responsibilities:
- Using Walgreens prescription data entry procedures and guidelines, processes new patient registration by entering data into appropriate system. Handles patient prescription requests within HIPAA guidelines and enters refill orders for processing. Troubleshoots to obtain missing prescription information, and interprets medical abbreviations (SIG codes). Resolves intermediate to complex questions or issues that reflect substantial variety and detail. Serves as a resource for lower level technicians.
- Assists in the coordination of the day to day activities of technicians. May assist with difficult customers and/or requiring in depth knowledge. Handles correspondence to patients and makes outbound calls to patients and prescribers as needed.
- Serves as first escalation point for problem resolution. Anticipates client needs and proactively identifies solutions. Seeks guidance from supervisory or managerial staff only for the most complex or escalated questions or problems.
- Resolves Third Party Rejects by reviewing, gathering information, making corrections and resubmitting for processing according to individual plan requirements. Makes telephone calls to insurers and others to obtain information, gain override approval or otherwise resolve the Third Party Rejects where applicable.
- Provides assistance to Pharmacists, both those in the facility and those at other locations. Identifies and communicates issues to senior level staff as appropriate.
- Monitors trends and notifies supervisor or recurring or high priority issues.
- Looks for ways to improve current processes with enhancements and ideas.
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.Basic Qualifications- High School Diploma or GED and at least 2 years of customer service or pharmacy technician experience.
- Must have an active pharmacy technician license or certification as required by state Board of Pharmacy.
- Active PTCB national certification required.
- Currently meeting or exceeding established quality and productivity standards with one year experience as a Technician II, OR a minimum of six months experience as a Centralized Services Technician II with a minimum of one year experience as a Retail pharmacy technician with Walgreens or another organization.
- Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
- Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
- Experience building and maintaining relationships within a team.
- Intermediate to advanced PC and Search Engine skill level skills.
- Communicate effectively in writing and verbally.
- Handles multiple Lines of business.
- 18 years of age or older.
Preferred Qualifications- At least two years as a Centralized Services Specialist II or three years of pharmacy technician experience in a retail or call center environment
- Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
- Fluency in Spanish and English.
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: $18.75 - $25 / Hourly
