Customer Quality Advocate
Walgreens
MANSFIELD, MA
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JOB DETAILS
LOCATION
MANSFIELD, MA
POSTED
30+ days ago
Job Summary:
Resolves patient prescription concerns through store inquiries to the facility. Conducts standard compliance, quality, and safety audits to ensure regulatory satisfaction for the site. Trains site leaders and new hires (such as hourly team members) on compliance, quality, and safety topics. Provides reporting and analysis to site leaders. May be required to perform other regulatory or patient service tasks as needed.
Job Responsibilities:
+ Resolves inquiries from stores regarding urgent patient prescription situations (i.e. stores missing prescriptions, incorrect quantity concerns, etc.).
+ Communicates quality incidents to operations leaders and proactively coordinates mitigation efforts with business partners.
+ Provides accurate reporting and analysis of site compliance, quality, and safety to leadership.
+ Audits processes (such as ensuring prescription quality, regular assessment of patient safety and completes monthly compliance audits) for accuracy and adherence to standard operating procedures.
+ Suggests improvements based on findings from audits and quality incidents.
+ Collaborates to share and adopt best practices with other sites to mitigate future concerns and incidents.
+ Conducts Ad hoc analysis and reporting including site wide interpretation.
+ Creates charts and graphs illustrating trends, distribution and correlations for management presentations.
+ Collaborates and assists leaders in training for quality, compliance and safety topics.
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.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com .
This role will remain open until filled.
Job ID: 1659165BR
Title: Customer Quality Advocate
Company Indicator: Walgreens
Employment Type:
Job Function: Customer Contact Center
Full Store Address: 44 CABOT BLVD,MANSFIELD,MA 02048
Full District Office Address: 44 CABOT BLVD,MANSFIELD,MA,02048-00000-01400-M
External Basic Qualifications:
+ Intermediate level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
+ Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
+ Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
+ Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
+ Experience using business analytical skills including facilitating requirements sessions and documenting activity workflows and business requirements.
+ Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).
Preferred Qualifications:
+ Experience with Walgreens Retail, Pharmacy and/or centralized processes.
+ Intermediate level skill in SQL (for example: create complex queries using nested SELECT statements, simplify queries by creating new views, deleting and altering tables, using Boolean logic, working with NULL values and/or constructing queries).
We will consider employment of qualified applicants with arrest and conviction records.
Shift:
Store:
About the Company
W
Walgreens
Founded over a century ago in 1901, we have a rich and colorful history of continuous improvement and innovation at Walgreens. From inventing the world’s first chocolate malted milkshake to the creation of one of the most popular and sophisticated mobile applications in retail shopping today, we have transformed ourselves into a leader within the retail and drug industry.
Walgreens, one of the nation’s largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health well being enterprise.
At Walgreens you'll find a team positively energized by the unique talents, ideas, experiences and aspirations of every individual. In other words, you can be your authentic self in our stores, offices and other workplaces, and be comfortable and confident that what matters most here is doing your best to make health and well-being within reach for everyone on a daily basis.
Walgreens has a proud legacy of valuing diversity and fostering inclusion more than 100 years-strong, and we're still living that commitment. We intend to be recognized as a “Next Practices” company for diversity and inclusion – one whose cultures, people, perspectives and workplaces reflect the current and future customers we serve while delivering superior business performance.
Walgreens has over 9,500 stores in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands.
COMPANY SIZE
10,000 employees or moreINDUSTRY
Retail
WEBSITE
https://www.walgreens.com/