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Sr Patient Care Coordinator (Multiple Openings)Inbound Team, LD/OB Teams & Fertility Team - WPSA - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Frisco, TX Frisco, Texas |
About this job
Sr Patient Care Coordinator (Multiple Openings)Inbound Team, LD/OB Teams & Fertility Team - WPSA (Job Number: 028326)
US-TX-Frisco
Specialty Pharmacy - Str15443 - 10530 JOHN W ELLIOTT DR
10530 JOHN W ELLIOTT DR STE 100
FRISCO 75033
Description
Job Summary
Assists with workflow management, issue resolutions and training in addition to or in the absence of a supervisor. Responsible for resolving complex inquiries and/or complaints escalated by the Patient Care Coordinators. Performs all duties of the Patient Care Coordinator job.
Job Responsibilities
* Resolves complex patients' inquiries, while ensuring policies and procedures are followed.
* Act as Subject Matter Expert in the patient activities, including follow-up calls for patient's next order/refill, initiates the discharge of patient from services, contacts a patient's doctor's office to schedule delivery of an order, requests a letter be mailed to the patient if unable to make contact and any other reminders necessary as it related to the patient's care.
* Prioritizes and resolves order issues including working with shipping vendors/third party logistics to track lost or undelivered shipments and merchandise returns.
* Assists other departments on issues submitted through Windshield such as orders issues and processing them. Identifies urgency and coordinates resolution with any department to ensure patient care is optimal.
* Assists in training of new team members and ongoing staff training. May provide input to the Group Supervisors regarding employee performance.
* Act as Subject Matter Expert and provides timely response to internal or external customer order inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.
* Participates in Special Projects including by not limited to VIP process, Error Reporting and Rescue Reporting.
* Assist with reporting on patient orders.
* Assists with workflow management of the queues including assigning work; Assists with auditing and reporting of Patient Care Coordinators including compiling AUX reporting and order audits; Assists with scheduling as needed to ensure optimal coverage.
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 and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com and VisionDirect.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.
As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.
Qualifications
Basic Qualifications
* High school Diploma/GED and at least 2 years of experience in Patient Care, healthcare, retail or customer service oriented role OR at least 1 year of experience as a Patient Care Coordinator or in a related position in Specialty Pharmacy.
* At least 2 years of experience providing customer service to team members and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
* 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.
* Willing to work mandatory extra hours, this may include evenings, weekends and/or hours outside of normal business hours.
* Problem solving experience.
* Basic math skills including addition, subtraction, multiplication and division.
* Keyboarding skills basic level (for example: operate by touch the letter, number, and symbol keys with minimal errors).
* Basic math skills including addition, subtraction, multiplication and division.
* Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10-key numeric pad)
* Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
* Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
* Basic Internet Explorer skills experience to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
* Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
Preferred Qualifications
* Pharmacy Technician License or Certification preferred unless required by state as granted by the state Board of Pharmacy or nationally recognized certification agency.
* At least 2 years of experience in a healthcare or pharmacy setting.
* At least 3 years of experience in call centers.
* Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
Apply Save jobSaved
US-TX-Frisco
Specialty Pharmacy - Str15443 - 10530 JOHN W ELLIOTT DR
10530 JOHN W ELLIOTT DR STE 100
FRISCO 75033
Description
Job Summary
Assists with workflow management, issue resolutions and training in addition to or in the absence of a supervisor. Responsible for resolving complex inquiries and/or complaints escalated by the Patient Care Coordinators. Performs all duties of the Patient Care Coordinator job.
Job Responsibilities
* Resolves complex patients' inquiries, while ensuring policies and procedures are followed.
* Act as Subject Matter Expert in the patient activities, including follow-up calls for patient's next order/refill, initiates the discharge of patient from services, contacts a patient's doctor's office to schedule delivery of an order, requests a letter be mailed to the patient if unable to make contact and any other reminders necessary as it related to the patient's care.
* Prioritizes and resolves order issues including working with shipping vendors/third party logistics to track lost or undelivered shipments and merchandise returns.
* Assists other departments on issues submitted through Windshield such as orders issues and processing them. Identifies urgency and coordinates resolution with any department to ensure patient care is optimal.
* Assists in training of new team members and ongoing staff training. May provide input to the Group Supervisors regarding employee performance.
* Act as Subject Matter Expert and provides timely response to internal or external customer order inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.
* Participates in Special Projects including by not limited to VIP process, Error Reporting and Rescue Reporting.
* Assist with reporting on patient orders.
* Assists with workflow management of the queues including assigning work; Assists with auditing and reporting of Patient Care Coordinators including compiling AUX reporting and order audits; Assists with scheduling as needed to ensure optimal coverage.
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 and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com and VisionDirect.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.
As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.
Qualifications
Basic Qualifications
* High school Diploma/GED and at least 2 years of experience in Patient Care, healthcare, retail or customer service oriented role OR at least 1 year of experience as a Patient Care Coordinator or in a related position in Specialty Pharmacy.
* At least 2 years of experience providing customer service to team members and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
* 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.
* Willing to work mandatory extra hours, this may include evenings, weekends and/or hours outside of normal business hours.
* Problem solving experience.
* Basic math skills including addition, subtraction, multiplication and division.
* Keyboarding skills basic level (for example: operate by touch the letter, number, and symbol keys with minimal errors).
* Basic math skills including addition, subtraction, multiplication and division.
* Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10-key numeric pad)
* Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
* Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
* Basic Internet Explorer skills experience to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
* Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
Preferred Qualifications
* Pharmacy Technician License or Certification preferred unless required by state as granted by the state Board of Pharmacy or nationally recognized certification agency.
* At least 2 years of experience in a healthcare or pharmacy setting.
* At least 3 years of experience in call centers.
* Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
Apply Save jobSaved