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 Responsibilities:

• Using Walgreens prescription data entry procedures and guidelines, processes new patientregistration by entering data into appropriate system. Handles patient prescription requests within HIPAA guidelines and enters refill orders for processing. Troubleshoots to obtain missing prescriptioninformation and interprets medical abbreviations (SIG codes). Resolves intermediate to complexquestions or issues that reflect substantial variety and detail.
• Assists in the coordination of the day to day activities of pharmacy technicians. May assist withdifficult customers and/or requiring in depth knowledge. Handles correspondence to patients andmakes outbound calls to patients and prescribers as needed.
• Serves as first escalation point for problem resolution. Anticipates client needs and proactivelyidentifies solutions. Seeks guidance from supervisory or managerial staff only for the most complex orescalated questions or problems.
• Resolves Third Party Rejects by reviewing, gathering information, making corrections andresubmitting for processing according to individual plan requirements. Makes telephone calls toinsurers and others to obtain information, gain override approval or otherwise resolve the Third PartyRejects where applicable.
• Provides assistance to Pharmacists, both those in the facility and those at other locations. Identifiesand 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.
• Ensures the pharmacies served receive the patient's prescriptions in timely manner. Resolves issuesas they relate to prescription requests to ensure a positive customer experience.
• Assists with exterior and interior maintenance by ensuring the Micro Fulfillment Center is stockedwith adequate supplies, clean, neat and orderly in condition and appearance.
• Coaches and mentors Pharmacy Technicians and Fulfillment Specialists in the correct use of processesand tools in order to drive efficiency within the Micro Fulfillment Center.

• High School Diploma or GED and at least 2 years of customer service or pharmacy technician experience.
• Must have an active pharmacy technician license or certification as required by state Board of Pharmacy.
• Active PTCB national certification required.
• Currently meeting or exceeding established quality and productivity standards, currently a Technician II level and 1 year total experience as a Technician (Technician I and/or II).
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• 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.
• Intermediate to advanced PC and Search Engine skill level skills.
• Communicate effectively in writing and verbally.
• Handles multiple Lines of business.
• 18 years of age or older

• At least two years as a Centralized Services Specialist II or three years of pharmacy technician experience in a retail or call center environment
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience in inventory control.