Walgreens

Specialist Operations Resolution - Remote

Walgreens$63K — $121K *
US-AnywhereRemote in Deerfield, IL
Healthcare
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in healthcare, business or related field, or equivalent experience with 3 years in a healthcare setting.
  • 2 years in a role handling client issues, ideally within a pharmacy benefit plan or specialty pharmacy.
  • Strong written and verbal communication skills with a focus on exceptional customer service.
  • Ability to work independently, exercise judgment, and proactively identify solutions.
  • Collaborative mindset to work effectively across various teams and functions.
  • Strong critical thinking and active listening skills to navigate escalations effectively.

Responsibilities

  • Manage escalated casework concerning patient and client interactions via clear communication.
  • Analyze trends in complaints and collaborate across departments to recommend solutions.
  • Provide timely feedback to internal teams to enhance client experiences and manage requests.
  • Resolve complex escalations through executive channels and social media.
  • Address challenging situations while adhering to turnaround timelines and maintaining documentation.
  • Develop and implement programs aimed at improving operational efficiencies.
  • Prepare and support reporting for daily, weekly, and monthly evaluations.

Benefits

  • Access to a comprehensive benefits package including healthcare and wellness programs.
  • Opportunities for professional development and growth within the company.
  • Flexible work environment options, accommodating various work-life balance needs.
  • Employee discounts on products and services.
  • Supportive team culture focusing on collaboration and innovation.
Full Job Description
Job Description

Job Summary
Responsible for functioning as a liaison for escalations for both Specialty and Home Delivery patients and clients. This role works quickly to resolve issues and disputes by facilitating the exchange of information between parties so that patients and clients feel heard, understood and valued. This position is also a centralized point of contact for issue resolution for internal account management, operations, and service teams within the organization.

Job Responsibilities
  • Manages assigned casework of escalated patient and client interactions and/or complaints through effective written and verbal discussions that are clear and concise; successfully navigate through de escalation efforts due to dissatisfied patients and clients.
  • Critically problem-solve escalated complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures; perform trend analysis using service delivery tracker, windshield, and complaints.
  • Supports internal teams by delivering timely feedback to empower the delivery of exceptional patient and client experiences; clarify, manage, and prioritize all client requests relative to operational processes.
  • Resolves complex issues including escalations through executive leadership and social media platforms.
  • Addresses and resolves challenging or difficult situations within established turnaround timelines, while maintaining proper documentation in resolution platforms.
  • Supports the development and implementation of programs that drive efficiencies and process improvements.
  • Supports the preparation of review of daily, weekly, and monthly reporting.
  • Oversees SPOC (single point of contact) patients.
  • Other responsibilities as judgment or necessity dictates.


External Basic Qualifications

  • Bachelor's degree in healthcare, business, or related area of study, or High School Diploma/GED and at at least 3 years of experience in n healthcare, business, or related area of study.
  • 2 years' experience handling client issues and providing recommendations for resolution within a pharmacy benefit plan (PBM), specialty pharmacy, home delivery pharmacy or other healthcare industry experience.
  • Strong, effective interpersonal communication skills, both orally and in writing; excellent customer service skills interacting with internal and external customers at all levels; and strong organizational skills.
  • Demonstrated ability to work independently and exercise good judgment; self-starter who proactively responds to problems and opportunities and requires minimal supervision.
  • Proven ability to work collaboratively across functions and groups.
  • Ability to actively listen and think critically to identify solutions; history of success in tracking and managing multiple escalations at once, with providing follow-up in a timely manner.


Preferred Qualifications

An employee in this position can expect an hourly rate between $63,100 to $121,400. The actual salary will depend on experience, seniority, geographic location, and other factors permitted by law. This job posting will remain open for 5 days from the job posting date. To review benefits, please click here job.walgreens.com/benefits. If you are applying on a job board or unable to click to the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits.

About Walgreens

Walgreens is the nation's largest drugstore chain with fiscal 2010 sales of $67 billion. The company operates 7,689 drugstores in all 50 states, the District of Columbia and Puerto Rico. Each day, Walgreens provides nearly 6 million customers the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services, and advice in communities across America. Walgreens scope of pharmacy services includes retail, specialty, infusion, medical facility, and mail service, along with respiratory services. These services improve health outcomes and lower costs for payers including employers, managed care organizations, health systems, pharmacy benefit managers, and the public sector. Take Care Health Systems is a Walgreens subsidiary that is the largest and most comprehensive manager of worksite health centers and in-store convenient care clinics, with more than 700 locations throughout the country.

Walgreens Careers

Joining Walgreens means becoming part of a team dedicated to inspiring health and well-being across America. As a cornerstone of the community, Walgreens offers unparalleled job opportunities in the retail and healthcare sectors, making it an ideal place for professional growth and innovation. Work You’ll Do At Walgreens, every position contributes to our mission of delivering premier health solutions while ensuring a diverse and inclusive workplace that fosters growth. Our team members are at the forefront of transforming customer experiences through dedication and expertise. Lead with Innovation and Leadership Embrace the opportunity to lead at Walgreens, where we combine industry expertise with a culture of innovation. Our leadership is committed to nurturing a professional environment where ideas thrive and leadership skills are honed through comprehensive diversity training and leadership development programs. Engage in Meaningful Work Join a team that values hard work and creativity, where your skills will be enhanced through challenging projects and collaborative team efforts. Walgreens is not just about filling prescriptions—it's about offering solutions that promote healthier communities. Explore Career Opportunities Whether you're looking for an entry-level position or a more advanced professional role, Walgreens offers a range of career paths in dynamic business areas. From in-store roles to corporate support, our job opportunities are designed to fit a variety of skills and interests. Internship and Employment Benefits Start your career with a Walgreens internship and gain hands-on experience that paves the way for future employment. Our interns work on real projects that matter, gaining skills that are crucial for future success. Full-time team members enjoy a wealth of benefits, including comprehensive health coverage, retirement plans, and exclusive employee discounts. Invest in Your Career Growth Walgreens is committed to the career development of our employees. We provide resources and training that encourage continuous learning and career advancement. With support for certifications and networking opportunities, team members can expand their professional horizons and achieve their career goals. Stay Connected Join Our Team Discover the diverse range of hiring opportunities at Walgreens by exploring open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players ready to make a significant impact. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Walgreens. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at Walgreens. At Walgreens, we are excited to see where your ambition takes you. Join us and be part of a team that is dedicated to shaping the future of health and wellness for everyone.
Learn more about Walgreens
Size
202,000 employees
Market Cap
$32.8 billion
Industry
Net Income
-$696 million
Founded
1901
5 Year Trend
+2.3%
Revenue
$141.5 billion
NASDAQ

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