Customer Quality Advocate

Walgreens; Bolingbrook (IL); On-site; USD 21,000 - 46,000; Full time

Job summary

Walgreens is seeking a regulatory compliance professional in Bolingbrook, IL to resolve prescription-related inquiries, audit quality and safety, and report findings to site leadership. The role involves training site leaders and new hires on compliance topics, and collaborating to implement improvements across multiple stores.

This position requires experience in data analysis, reporting, and customer service, with travel up to 10% for business purposes.

Qualifications

• Experience analyzing and reporting data to drive improvements.
• Experience delivering customer service to internal and external customers and meeting quality standards.
• Ability to work independently and escalate when needed.

Responsibilities

• Resolves inquiries from stores regarding urgent patient prescription situations.
• Communicates quality incidents to operations leaders and coordinates mitigation efforts.
• Provides accurate reporting and analysis of site compliance, quality, and safety to leadership.
• Audits processes for accuracy and adherence to SOPs.
• Suggests improvements based on audits and quality findings.
• Collaborates to share best practices with other sites to mitigate future concerns.
• Performs ad hoc analysis and reporting including site-wide interpretation.
• Creates charts and graphs illustrating trends for management.

Skills

Data analysis

Customer service

Business analysis

Requirements gathering

Tools

Excel

SQL

Job description

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) 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.

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.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled.

Salary Range:

$15 - $$33.65 / Hourly