Responsible for acting as the front-line leader for Centralized Services pharmacy fulfillment center. Provides daily support to Centralized Services team members to ensure they provide a first in class experience to Walgreens patients and customers. Serves as an escalation point of contact for complex or critical issues. Assigns, monitors and reviews the day-to-day work of team members and provides technical guidance. Ensures all matters are routed to the appropriate party or resolved.
Job Responsibilities
- Resolves and/or provides technical advice on complex or critical issues that have been escalated from Senior level roles. Serves as a resource for all representatives. Seeks guidance from Group Supervisor for the most complex and critical issues, questions, or problems.
- Supervises daily activates of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards. Reports any necessary issues or concerns to Group Supervisor.
- Plans, prioritizes, organizes, and completes work to meet established objectives.
- Monitors trends and notifies Group Supervisor of recurring or high priority issues.
- Maintains records of customer and/or client interactions, records details, complaints, comments, and action taken. Responds to escalated inquiries or to notify them of investigation results and planned adjustments.
- Continues to look for ways to improve current processes with enhancements and ideas.
- Monitors team member performance by observing employee demeanor, technical accuracy, and conformity to company policies. Improves performance of the department by building team morale, motivating team members, and using constructive coaching.
- Identifies areas where additional development is needed and makes recommendations on how to achieve necessary results.
- Responsible for ensuring compliance with federal, state, and local laws, as well as company and facility policies and procedures. Maintains standards of performance in accordance with policies and procedures (e.g., HIPAA guidelines/regulations, insurance, and fraud abuse guidelines, required productivity levels, timeliness expectations, etc.).
- High school diploma/GED and at least two years of experience working in a pharmacy, retail OR fulfillment task-oriented environment.
- Requires willingness to obtain a Board of Pharmacy technician license within the state mandated timeline OR currently holds a Board of Pharmacy technician license.
- Experience in identifying operational issues and recommending and implementing improvements to resolve problems.
- Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
- Experience building and maintaining relationships within a team.
- Must be fluent in reading, writing, and speaking English (except in Puerto Rico).
- Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
- Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
