Job Summary

Responsible for interacting with and managing the needs of internal and external partners (including patients, providers, and retail stores) with respect to service inquiries and escalations related to post shipment orders.

Job Responsibilities- Communicates delivery issues with all relevant parties and takes action as appropriate based on the individual circumstances of each dispense using professional judgment and experience.

• Coordinates package rescue, storage, and ultimate delivery with third party vendors.
• Reviews requests for reshipments and escalates requests, when necessary, by following standard operating procedures.
• Completes all steps for approved reshipments.
• Processes and tracks approved product returns; ensures appropriate disposition of returned medication and insurance claims.
• Reviews product complaints for potential manufacturer replacement and coordinates replacement in accordance with manufacturer-specific processes.
• Processes and tracks approved manufacturer product replacement shipments as well as return or other disposition of defective product/(s).
• Monitors weather alerts/restricted zip codes and provides recommendations to leadership regarding restriction of shipments based on by following standard operating procedures.
• Monitors Retail Depot shipment monitoring and acts as necessary to ensure contractual regulatory/compliance are adhered throughout all steps.
• Ensures appropriate data captured to facilitate root cause analysis.

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.

Basic Qualifications

• High School Diploma or GED.
• At least 2 years of experience in Specialty Pharmacy Operations (call center/customer service work environment or fulfillment work environment).
• ​​​​​​​Must live in either MI, TX, FL, or PA

Preferred Qualifications

• Associate degree in healthcare, business, or related area of study.
• At least 1 year of experience in escalation resolution and the application of de-escalation techniques.
• Strong organizational, analytical, interpretive, problem solving, and time management skills.
• Strong written and verbal communication skills.
• Strong critical thinking and issue resolution skills.
• Intermediate skill level in Microsoft Office Suite.

We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $16.5 - $22 / Hourly