This is for Allegis and its endclient
Call Center / Customer Service Specialist 5 (Coordinator role)
PayRate: $28 - $30 on W2 no benefits
*Physical Location requirements? Deerfield, IL - 4 days per week
*Could this role convert to FTE? CTHAfter 6 months using temp resources, we will re-evaluate the possible extension of these roles or possibly permanent roles.
*Timeline for hiring: Within the next month.
SUMMARY: The Customer Injury Care Advocate (CICA) manages all incidents that involve alleged customer injury,
customer property damage, or an external pharmacy event at Walgreens stores across the country. They
communicate directly with customers, as well as internal and external business partners to gather details
involving the case, determine if escalation is needed, and provide exceptional customer service. The
CICA individually evaluates each case and manages the documentation of all incident details.
They develop, update, and manage the interaction process from beginning to end, provide training
feedback when needed, and are responsible for delivering business outcomes to the field and other
leadership. Provides support, direction, and documentation to assist in prioritization and managing
potential claims and provide a cost-effective outcome by focusing on the customer and patient-targeted
programs. Responsible for communicating program updates and opportunities to store management and
field leadership. Must be a team player and have flexible availability due to the business demands of the
field and volume. Manages and adapts through changing programs and regulations according to
exposure and risk including adapting and implementing ever-changing pandemic guidelines.
Collaborates with the centralized services call center to train the intake agents on the Liability Intake
Program providing them the knowledge and tools to take the field calls and document accurately.
RESPONSIBILITIES: Take ownership and manage each incident called into the centralized services call center. Must
effectively communicate with customers as well as internal/external team members to document
interactions and next steps.
• Acts on a case-by-case basis to improve customer and patient experience. Works with the
customer and patient and collaborates with internal stakeholders in managing the intake of
claims/liability inquiries about services including sending information of high exposure critical
cases to proper high-level leadership for time management.
• Uses internal database to document, track and provide reporting on alleged claims and liabilities
communicated by customers, patients, or retail leadership. Follows up with customers, patients,
retail leadership, and internal/external business partners on the status of action items. Maintains/updates case records in
the internal database with current and accurate information on status and tasks completed.
• Create, manage, and analyze monthly, weekly, and daily reports to provide feedback on the
status of the liability intake program to field leadership.
• Uses various data streams, analyzes, and communicates business results and trends that relate
to the customer and program performance. Also reports on case outcomes to the field, retail
leadership, and internal business partners. Analyzes, and delivers potential resolution. Shows
continued support to field leadership by providing ongoing and timely feedback.
• Follow up with customers and patients as needed to ensure expectations were met and the
alleged liability claim is resolved.
• Works directly with Healthcare Supervisors and pharmacy management to guide them on how to
handle druggist liability cases (alleged harm only)
EDUCATION: High School Graduate/GED and at least 2 yrs experience in customer serv.