Director, Escalated Client Resolution

Walgreens Co.; Deerfield (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Walgreens Co. is seeking a senior operations professional to manage highly escalated client issues within our pharmacy-based specialty healthcare services organization.

You will oversee service operations for specialty pharmacy and home delivery, coordinate with health plans, providers, and patients, and lead initiatives to improve client satisfaction. You will manage a team serving as SPOCs for high-priority clients and MD offices, analyze provider satisfaction data, and drive continuous

Qualifications

• Bachelor's degree and at least 6 years of experience in Client Issue Resolution.
• Proven success in managing escalated client relationships and service operations.
• Problem solving and decision-making skills with the ability to prepare statistical studies and reports.
• Strong analytical skills and experience with root cause analysis and process improvement.
• Excellent communication and interpersonal skills, with client-facing experience.
• Ability to manage cross-functional teams and collaborate with logistics, clinical, and operational departments.
• Willing to travel up to 25% of the time for business purposes.

Responsibilities

• Leads resolution of highly escalated client issues, including physician and patient complaints, service disruptions, and delivery concerns.
• Serves as the primary escalation point for home delivery and centralized client service issues.
• Acts as liaison to health plans, patients, providers, and PBMs; joins client calls to address problems.
• Supports high-touch service implementations and coordination for complex patient populations and referrals.
• Manages a team that serves as the SPOCs for high-priority clients and MD offices.
• Analyzes and presents provider satisfaction results (e.g., IPSOS data) and shares insights with operations.
• Conducts root cause analysis for service failures and escalations; leads process-improvement efforts.
• Oversees post-shipment recovery operations and reshipping coordination with logistics partners.
• Tracks and reports patient and physician satisfaction metrics; maintains service benchmarks.

Skills

Escalated client relationships

Leadership of cross-functional teams

Client-facing communication

Problem solving & decision making

Analytical skills

Education

Bachelor's degree + 6+ years in Client Issue Resolution

High School/GED + 9+ years in Client Issue Resolution

Master's degree (preferred)

Job description

Walgreens Co. is seeking a senior operations professional to manage highly escalated client issues within our pharmacy-based specialty healthcare services organization.

You will oversee service operations for specialty pharmacy and home delivery, coordinate with health plans, providers, and patients, and lead initiatives to improve client satisfaction. You will manage a team serving as SPOCs for high-priority clients and MD offices, analyze provider satisfaction data, and drive continuous