Customer Quality Advocate

Customer Quality Advocate

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 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.

External Basic Qualifications

Preferred Qualifications

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