Walgreens is hiring a remote Specialist Operations Resolution to serve as a central point of contact for escalated patient and client concerns involving Specialty and Home Delivery pharmacy services.
The specialist works with patients, clients, account management, operations, and service teams to investigate complaints, resolve complex issues, and ensure that customers feel heard, understood, and valued.
Responsibilities
• Manage assigned cases involving escalated patient and client interactions or complaints.
• Communicate clearly through written and verbal discussions.
• De-escalate situations involving dissatisfied patients and clients.
• Investigate complaints, identify recurring trends, and recommend preventative measures.
• Partner across departments to improve patient and client experiences.
• Clarify, manage, and prioritize client requests involving operational processes.
• Resolve complex escalations, including matters involving executive leadership and social media platforms.
• Address difficult situations within established turnaround times.
• Maintain complete documentation in case-resolution systems.
• Support programs designed to improve operational efficiency and internal processes.
• Assist with daily, weekly, and monthly reporting.
• Oversee designated single-point-of-contact patients.
• Perform additional responsibilities as business needs require.
Basic Qualifications
• Bachelor’s degree in healthcare, business, or a related field; or a High School Diploma/GED with at least three years of experience in healthcare, business, or a related area.
• At least two years of experience handling client issues and recommending resolutions within a pharmacy benefit manager, specialty pharmacy, home-delivery pharmacy, or another healthcare environment.
• Excellent written and verbal communication skills.
• Strong customer service and organizational abilities.
• Ability to interact professionally with internal and external customers at all organizational levels.
• Ability to work independently, exercise sound judgment, and require minimal supervision.
• Proven ability to collaborate across departments and functional teams.
• Strong active-listening, critical-thinking, and problem-solving skills.
• Ability to track and manage multiple escalations while providing timely follow-up.
Compensation
The listed salary range is $63,100 to $121,400 annually. Actual compensation depends on experience, seniority, geographic location, and other legally permitted factors.
About Walgreens
Founded in 1901, Walgreens is a national pharmacy, retail, and healthcare company serving millions of customers and patients throughout the United States and Puerto Rico. Walgreens provides pharmacy, health, wellness, and retail services through approximately 8,500 locations.
To apply for this job please visit jobs.walgreens.com.