Function Lead Centralized Services

Function Lead Centralized Services

Job Summary : Responsible for acting as the front line leader for Centralized Services. 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 only the most 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 from Senior level roles. Serves as a resource for all representatives. Seeks guidance from Group Supervisor for the most complex and critical issues, questions, or problems.
• Supervises daily activities of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards. May intercede on communication with difficult customers or patients. Reports any necessary issues or concerns to Group Supervisor.
• 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 interactions, records details, complaints, comments and action taken. Contacts customers to respond to escalated inquiries or to notify them of investigation results and planned adjustments.
• Continues to look for ways to improve current processes with enhancements and ideas.
• Monitors team member performance by observing employee demeanor, technical accuracy and conformity 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 to achieve necessary results.
• Responsible for ensuring compliance with federal, state, and local laws, as well as company and facility policies and procedures. Maintains standards of performance in accordance with policies and procedures (e.g. HIPAA guidelines / regulations, insurance and fraud abuse guidelines, required productivity levels, timeliness expectations, etc.

About Walgreens : Founded in 1901, Walgreens 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.

External Basic Qualifications :

Preferred Qualifications :

We will consider employment of qualified applicants with arrest and conviction records.