Specialist Operations Resolution - Remote

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.

• 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.

About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.