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 fromSenior level roles. Serves as a resource for all representatives. Seeks guidance from Group Supervisor forthe most complex and critical issues, questions, or problems.Supervises daily activates of all team members for scheduled shift and provides feedback and coachingof team members according to quality standards. Reports any necessary issues or concerns to GroupSupervisor.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, andaction taken. Responds to escalated inquiries or to notify them of investigation results and plannedadjustments.Continues to look for ways to improve current processes with enhancements and ideas.Monitors team member performance by observing employee demeanor, technical accuracy, andconformity 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 toachieve necessary results.Responsible for ensuring compliance with federal, state, and local laws, as well as company and facilitypolicies and procedures. Maintains standards of performance in accordance with policies andprocedures (e.g., HIPAA guidelines/regulations, insurance, and fraud abuse guidelines, requiredproductivity 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.