Coordinator Enterprise Triage

Walgreens•Frisco, TX

8d•$17 - $22

About The Position

Responsible for processing referrals from intake through order scheduling for new referrals sent from Community Based Specialty Pharmacies (CBSP) to Central specialty pharmacy for dispensing. The role assists with inbound and outbound prescription triage and transfer requests to ensure prescriptions are routed to the most appropriate channel within the Walgreens enterprise. It partners and communicates closely with Walgreens central specialty, Home Delivery, Community Based Specialty pharmacy and Retail teams, as well as patients and physician offices. The position also serves as a single point of contact for inquiries from Walgreens Community Based Specialty pharmacies, provides guidance on Limited Distribution drug access and referral routing, and collaborates with cross-functional teams to meet local specialty patient needs. It assists with reporting triaged inbound and outbound requests and performs other responsibilities as judgment or necessity dictate.

Requirements

High school diploma or GED.
At least 1 year of work experience in a call center environment, health care setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations.
Intermediate-level skill in Microsoft suite of products.
Experience providing customer service to internal and external customers, including meeting service quality standards and evaluating customer satisfaction.
Willingness to work mandatory extra hours, including evenings, weekends, and/or hours outside of business hours.

Nice To Haves

Active pharmacy technician license or certification as required by the state Board of Pharmacy.
At least 1 year of work experience in a call center environment, health care setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations.

Responsibilities

Records and processes orders or inquiries received by fax, mail, telephone, and/or direct patient contact.
Responds to patient inquiries by telephone and/or email in an inbound or outbound service center, consistent with service and quality standards.
Creates referrals for incoming transfers from across the Walgreens enterprise.
May perform order processing functions, including data entry, calling doctors’ offices for prescription clarifications, and triaging calls to a pharmacist as appropriate.
Collects insurance information and may perform benefit investigations for triaged referrals, including adding or updating prior authorization information, processing major medical insurance claims, and contacting payers to update prior authorizations as appropriate.
Coordinates enrollment of patients in financial assistance programs upon patient consent.
Coordinates and schedules patient orders, including contacting patients and doctors’ offices to schedule orders in accordance with site-of-care requirements.
Uses internal tools and Excel documents to determine the correct channel or location for filling specialty prescriptions within the Walgreens enterprise.
Serves as a single point of contact for inquiries from Walgreens Community Based Specialty pharmacies.
Collaborates with cross-functional teams as needed to meet local specialty patient needs, including PAP, infusion services, and insurance carve-outs.
Responds to inquiries and provides guidance related to Limited Distribution drug access and referral routing across the enterprise.
Assists with reporting triaged inbound and outbound requests.
Performs other responsibilities as judgment or necessity dictate.