Specialist Resolution Team

Walgreens • Pittsburgh, PA

3d

About The Position

Responsible for interacting and managing the needs of internal clients, including the handling of call center escalations and requests, working reports on a regular cadence or on a non-routine basis, and working same day delivery requests.

Requirements

• High School Diploma or GED.
• At least 2 years of experience in Specialty Pharmacy Operations (call center/customer service work environment or fulfillment work environment).
• At least 1 year of experience in escalation resolution and the application of de-escalation techniques.
• Strong organizational, analytical, interpretive, problem solving, and time management skills.
• Strong written and verbal communication skills.
• Strong critical thinking and issue resolution skills.
• Intermediate skill level in Microsoft Office Suite.

Nice To Haves

• Associate Degree in healthcare, business, or related area of study.

Responsibilities

• Provides support to patients and providers transferred from the Operations call center when the Senior Patient Care Advocates are unable to resolve escalated issues, including via Resolution Team phone line as well as via written inquiries.
• Reviews requests for same day deliveries and escalates requests based on professional judgement and experience.
• Coordinates of approved same day deliveries with external same day courier delivery companies.
• Monitors of STAT referrals in real time and takes action when necessary, based on professional judgment and experience to ensure timely processing.
• Assigns patients to PRISM monitoring after service failures based on professional judgement and experience.
• Monitors PRISM patient referrals and action when necessary to ensure timely shipment.
• Reviews and completes reports as assigned by leadership on a regular cadence or as needed on a non-routine basis.
• Receives, researches, and responds to verbal or written inquiries from internal and external sources.
• Other responsibilities as judgment or necessity dictate.

Benefits

• 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/bene

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED