Job Summary

Serves as a leader and subject matter expert, ensuring that inquiries are handled in accordance with state and federal regulations.  Communicates with patients, physicians and third party providers.  Assists with resolution of escalated issues.  Assists in assigning, monitoring and reviewing the day-to-day work of Centralized Services Technicians and provides coaching and guidance.  Follows standard operating procedures and performs duties in accordance with Company policies and procedures.  Responsible for using pharmacy systems to obtain patient and drug information.  Duties may vary based on assigned department.
 
Job ResponsibilitiesUsing Walgreens prescription data entry procedures and guidelines, processes new patient registration by entering data into appropriate system.  Handles patient prescription requests within HIPAA guidelines and enters refill orders for processing.  Troubleshoots to obtain missing prescription information, and interprets medical abbreviations (SIG codes).  Resolves intermediate to complex questions or issues that reflect substantial variety and detail.  Serves as a resource for lower level technicians.Assists in the coordination of the day-to-day activities of technicians.  May assist with difficult customers and/or requiring in-depth knowledge.  Handles correspondence to patients and makes outbound calls to patients and prescribers as needed.Serves as first escalation point for problem resolution.  Anticipates client needs and proactively identifies solutions.  Seeks guidance from supervisory or managerial staff only for the most complex or escalated questions or problems.Resolves Third Party Rejects by reviewing, gathering information, making corrections and resubmitting for processing according to individual plan requirements.  Makes telephone calls to insurers and others to obtain information, gain override approval or otherwise resolve the Third Party Rejects where applicable.Provides assistance to Pharmacists, both those in the facility and those at other locations.  Identifies and communicates issues to senior level staff as appropriate.Monitors trends and notifies supervisor or recurring or high priority issues.Looks for ways to improve current processes with enhancements and ideas.About Walgreens Boots Alliance

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.