Coordinator Enterprise Triage

Walgreens•Frisco, TX

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 triage and prescription 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 coordinator records and processes orders and inquiries received by fax, mail, telephone, or direct patient contact; responds to patient inquiries by telephone or email in an inbound or outbound service center; creates referrals for incoming transfers across the Walgreens enterprise; and may perform order processing, including data entry, contacting doctors’ offices for prescription clarifications, and triaging calls to a pharmacist. The role may collect insurance information and perform benefit investigations, coordinate financial assistance program enrollment with patient consent, and schedule patient orders according to site-of-care requirements. It also uses internal tools and Excel documents to determine the appropriate Walgreens channel or location for specialty prescriptions, serves as a point of contact for Community Based Specialty pharmacies, collaborates across teams to meet local specialty patient needs, provides guidance on Limited Distribution drug access and referral routing, and assists with reporting triaged requests. Other responsibilities may be assigned 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.
Active pharmacy technician license or certification as required by the state Board of Pharmacy.

Responsibilities

Record and process orders or inquiries received by fax, mail, telephone, or direct patient contact.
Respond to patient inquiries by telephone or email in an inbound or outbound service center, consistent with service and quality standards.
Create referrals for incoming transfers from across the Walgreens enterprise.
May perform order processing, including data entry, contacting doctors’ offices for prescription clarifications, and triaging calls to a pharmacist as appropriate.
Collect 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.
Coordinate enrollment in financial assistance programs upon patient consent.
Coordinate and schedule patient orders, including contacting patients and doctors’ offices, in accordance with site-of-care requirements.
Use internal tools and Excel documents to determine the correct channel or location within the Walgreens enterprise for specialty prescriptions.
Serve as a single point of contact for inquiries from Walgreens Community Based Specialty pharmacies.
Collaborate with cross-functional teams as needed to meet local specialty patient needs, including PAP, infusion services, and insurance carve-outs.
Respond to inquiries and provide guidance related to Limited Distribution drug access and referral routing across the enterprise.
Assist with reporting triaged inbound and outbound requests.
Perform other responsibilities as judgment or necessity dictate.