Job Description

Job Summary:

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.).

About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) 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.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com.

External Basic Qualifications

High school diploma/GED and at least two years of experience working in a pharmacy, retail OR fulfillment task-oriented environment.
Willing 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.
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 online).

Preferred Qualifications

Bi-lingual in English and Spanish.
Licensed as a Pharmacy Technician by the state Board of Pharmacy or nationally recognized certification agency and PTCB Certified.
Process improvement, Lean or Six Sigma experience in a logistics setting.
Experience in a facility that utilizes pharmacy dispensing technology
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Experience building and maintaining relationships within a team.

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