Job Description

Job Summary:

Responsible for interacting with and managing the needs of internal and external clients, including routine meetings and the provision of data/reports on a regular cadence, as well as the handling of non-routine escalations and requests. This role is responsible for handling high level, high-touch escalations for the company.

Job Responsibilities:

• Obtains, reviews, and provides data/reports to clients following a routine cadence or upon the client’s request.
• Receives, researches, and responds to client inquiries/escalations verbally or in writing.
• Escalates client inquiries/escalations to leadership based on professional judgment and experience.
• Communicates with clients and patients directly when necessary to resolve an outstanding issue.
• Evaluates circumstances and decide whether to provide Single Point of Contact (SPOC) services; if SPOC services are deemed to be warranted, determine the timing for re evaluation of continuation of SPOC services.
• Provides SPOC services, including acting as a direct contact, monitoring orders, intervening if processing issues arise, utilizing contacts in operations to resolve processing issues, and ensuring all relevant parties are kept apprised of order status.
• Ensures accurate data collection and evaluates data regarding inquiries and escalations to identify trends and complete root cause analysis.
• Utilizes identified trends and root cause analysis to collaborate with team leadership and operations divisions to improve processes and the overall client/provider/patient experience.
• Utilizes critical thinking skills to identify improvement opportunities that drive cost reduction and improve the overall client/provider/patient experience.
• Monitors social media platforms and respond to posts or escalate based on professional judgment and experience.
• Other responsibilities as judgement or necessity dictate.

About Walgreens

Founded in 1901, Walgreens ( 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.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

Basic Qualifications

• High school diploma /GED.
• At least 2 years of experience in escalation resolution and the application of de escalation techniques.
• At least 2 years of experience in a call center or customer service work environment or Specialty Pharmacy Operations.

Preferred Qualifications

• Associate’s degree in healthcare, Business, or related area of study.
• 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 in Microsoft Office Suite.

We will consider employment of qualified applicants with arrest and conviction records.

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