Patient Care Center Supervisor: Team Leadership & Operations

Walgreens

Pittsburgh (Allegheny County)

On-site

USD 65,000 - 114,000

Full time

8 days ago

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Job summary

Walgreens leadership role overseeing the Patient Care contact center, focused on developing staff and ensuring accurate, efficient customer service for members and clients. You will guide performance, coaching, and SOP improvements in a fast-paced pharmacy environment.

Responsibilities include scheduling, training, issue resolution, and data-driven process enhancements to meet service levels while maintaining patient satisfaction with prescriptions and clinical services.

Qualifications

Associate's degree in nursing, healthcare, or related field, or equivalent combination of education and/or relevant work experience.
3 years' work experience as a Patient Care Advisor or relevant experience in a health care contact center environment.
Intermediate skills with Microsoft Office suite of programs.
Strong verbal and written communication skills, with the ability to communicate in a diplomatic and confidential manner.
Strong interpersonal skills, including team leadership, conflict resolution, motivating employees.
Supervisory responsibilities and leadership in hiring as needed.

Responsibilities

Conduct performance reviews, quarterly check-ins, and staff 1:1s to guide performance management and employee development and manage toward departmental goals, including quality and process improvement efforts.
Coordinate department schedules to ensure appropriate workload and ratio balance.
Oversee all aspects of the assigned area within the Patient Care contact center to include patient care issue resolution and training, providing new/existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patient suggestions, and complaints.
Assist in establishing and refining standard operating procedures to meet/exceed service levels. Document pharmacy processes including all updates.
Identify, develop and implement potential solutions to resolve problems and/or remove barriers that inhibit the department's ability to achieve performance goals.
May have responsibility for monitoring the health of assigned workflow areas in order to make recommendations for action; provide follow-up on previous action plans to gauge effectiveness and integrate lessons into future approach recommendations (e.g. WIP analysis).
May apply business knowledge to existing data products/reports to understand apparent cause of anomalies and recommendations for process or system enhancements (e.g. WIP outlier investigations).
May provide support in remediating issues found in area of expertise, documenting findings and sharing results of executed action plans (e.g . WIP Analysis FAQ's).
Other responsibilities as judgment or necessity dictate