Customer Quality Advocate

at  Walgreens

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.

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

• 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