Specialist Operations Resolution - Remote

Role Overview

This position serves as the key liaison addressing escalations concerning Specialty and Home Delivery patients and clients. The Specialist works promptly to facilitate information exchange among involved parties aiming to provide acknowledgement, understanding, and value to patients and clients. Additionally, the role functions as a centralized contact point for handling issue resolutions across internal account management, operations, and service teams.

Key Duties and Responsibilities

• Handle escalated patient and client casework through clear and concise written and verbal communication, effectively de-escalating dissatisfaction.
• Analyze patterns in escalated complaints using tools such as service delivery trackers and collaborate cross-functionally to initiate preventive actions.
• Support internal teams by providing timely feedback to enhance patient and client experience, prioritizing client requests within operational frameworks.
• Resolve complex cases including those requiring executive leadership involvement and engagement via social media channels.
• Address difficult situations maintaining resolution documentation within prescribed timelines.
• Contribute to programs focused on process improvements and operational efficiencies.
• Assist in preparing periodic reports including daily, weekly, and monthly summaries.
• Manage single point of contact responsibilities for patients.
• Perform other duties as necessary based on judgment and requirements.

About the Company

Established in 1901, Walgreens operates approximately 8,500 stores serving nearly 9 million customers and patients daily across the U.S. and Puerto Rico. The company employs around 220,000 members, including close to 90,000 healthcare service professionals, with a commitment to delivering trusted pharmacy, retail, and health services to foster healthier communities.

Minimum Qualifications

• Bachelor's degree in healthcare, business, or a related discipline, or a High School Diploma/GED accompanied by a minimum of three years relevant experience in healthcare or business fields.
• At least two years experience managing client issues and providing resolution recommendations in settings such as pharmacy benefit plans, specialty pharmacies, home delivery pharmacies, or comparable healthcare sectors.
• Excellent oral and written interpersonal communication skills, superior customer service aptitude, and strong organizational abilities.
• Self-motivated and capable of independent work with sound judgment, proactive in addressing challenges and opportunities with minimal oversight.
• Effective collaborator across various functions and departments.
• Critical thinker skilled in active listening, with proven success in managing multiple escalations concurrently and providing timely follow-up.

Additional Information

Applicants with arrest and conviction records will be considered in employment decisions.

Salary range for this position is approximately $63,100 to $121,400 annually, dependent on factors such as experience, seniority, and geographic location. The position will remain open for applications for 5 days post-posting date.