Patient Services Manager, Walgreens Medical Supply

There's a way. Walgreens is many things to many people. We're a neighborhood retailer that believes in providing excellent patient and customer service to those that we serve. We're a trusted wellness provider that supplies customers, patients and payors with everything from acute prescriptions and vaccinations to specialty pharmaceuticals and wellness services. And to our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment.

The Manager, Patient Services is responsible for the daily running and management of a Customer Care Department. The person will be responsible for ensuring that all projects, work activities, and calls are accurately administered and processed timely. In this fast-paced setting, this person is responsible for meeting customer service level targets, plans improvements, and or development of new processes and staff.

Job Responsibilities (listed in order of importance and/or time spent)

• Ensures customer satisfaction while maintaining an efficient cost structure.  Sets and meets performance targets for speed, efficiency and quality.  Manages the daily running of the call center.  Coordinates staffing, including shift patterns and the number of staff required to meet demand.  Handles difficult customer complaints or inquiries. 
• Prepares reports showing metrics of all activities - daily, weekly and monthly.  Forecasts and analyzes data against budget figures on a monthly basis.  Develops, implements and review core responsibilities, documentation and procedure revisions and tasks.
• Analyzes performance statistics, e.g. average speed of answer, average time of abandonment, and make decisions on the basis of performance statistics.
  
  
  
  Determines staff training needs and plan training sessions.  Monitors random calls to improve quality and to minimize errors.  Plans and develops staffing strategies and recruitment.  Records statistics, user rates and the performance levels of the team.
• Manages the production and quality process of various operational teams by allocating resources to ensure workflow efficiencies while adhereing to applicable laws and regulations governing pharmacy practice. Manages and coordinates the adherence to established customer standards by ensuring proper staffing levels of Operations positions.
• Develops the Patient Services staff through orientation, training, communication of rules and constructive discipline while building employee morale, motivation, and loyalty. Identifies and develops employees' abilities for promotional opportunities and potential contribution to the Company in order to meet the changing needs of the facility. Informs all appropriate personnel of departments' plans, programs, and operations that affect their areas, and encourages feedback from all employees to increase productivity. Implements department organization structure through proper hiring and placement, scheduling of work, assignment of responsibility, and delegation of authority. Develops employees through orientation, training, establishment of objectives, communication of rules, and constructive discipline.
• Conducts timely performance evaluations for the subordinate staff; sets specific, measurable and realistic perfomance objectives; provides constructive feedback and recognition.
• Manages the production and quality of the referral process, insurance verification and customer service functions. Manages and coordinates the adherence to established standards.
• Facilitates the implementation of new technology and maintains an operating knowledge of computer systems and software that affect the facility's operation and performance.
• Develops, implements and maintains Standard Operating Procedures and Detail Aids related to the operational departments in accordance with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business.
• Maintains awareness of developments in the healthcare, insurance and the call center industry and ensures compliance with government regulations, legal standards and requirements.
• Performs other related duties as assigned.