Advocate Customer Injury Care

at Walgreens in DEERFIELD, Illinois, United States

Job Description

Job Description:

Job 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.

Job 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 that are required to ensure proper claim/liability intake documentation. 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) according to industry and company guidelines.

+ Collaborates with call center training team to help create and update the training material for all new agents.

+ Provide coaching for centralized services agents weekly as well as share success and small wins.

+ Create and maintain all training documents and templates for the Liability Intake Process.

+ Work with our 3rd party vendor to monitor escalated claims to ensure customers and patients are receiving timely communication and claim status updates.

+ Maintains and utilizes general knowledge of company policies and industry practices, procedures, and services to handle, evaluate, manage, and provide a solution for most customer, patient, and vendor claims of injury and other liabilities.

+ Propose and implement improvements to guidelines and procedures to enhance the quality of service and support to improve customer and patient intake experience.

+ Develops and fosters working relationships with internal counterparts across the company to facilitate productive exchanges of information.

+ Participates in the interview and selection process of new Customer Injury Care advocates. Followed by ongoing training and coaching.

About Walgreens and WBA

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.

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

“An Equal Opportunity Employer, including disability/veterans”.

Job ID: 1430381BR

Title: Advocate Customer Injury Care

Company Indicator: Walgreens

Employment Type:

Job Function: Retail

Full Store Address: 104 WILMOT RD,DEERFIELD,IL 60015

Full District Office Address: 104 WILMOT RD,DEERFIELD,IL,60015-05121-01104-2

External Basic Qualifications:

+ High School Graduate/GED and at least 2 years experience in customer service or claims resolution.

+ Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.

+ Experience in retail or healthcare.

+ 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).

+ Experience simultaneously documenting via computer while interacting with a customer or leader by telephone.

+ Experience using time management skills such as prioritizing and tracking details and outcomes of multiple cases.

+ Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10 key numeric pad).

Preferred Qualifications:

+ Experience providing customer service in a call center environment

+ Experience collaborating with external vendors or partners

+ Experience with database software

+ 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.

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