Call Center / Customer Service Specialist

SUMMARY:

• The Customer Injury Care Advocate (CICA) manages all incidents that involve alleged customer injury, customer property damage, or an external pharmacy event at Walgreens stores across the country. They communicate directly with customers, as well as internal and external business partners to gather details involving the case, determine if escalation is needed, and provide exceptional customer service. The CICA individually evaluates each case and manages the documentation of all incident details. They develop, update, and manage the interaction process from beginning to end, provide training feedback when needed, and are responsible for delivering business outcomes to the field and other leadership.
• Provides support, direction, and documentation to assist in prioritization and managing potential claims and provide a cost-effective outcome by focusing on the customer and patient-targeted programs.
• Responsible for communicating program updates and opportunities to store management and field leadership.
• Must be a team player and have flexible availability due to the business demands of the field and volume.
• Manages and adapts through changing programs and regulations according to exposure and risk including adapting and implementing ever-changing pandemic guidelines.
• Collaborates with the centralized services call center to train the intake agents on the Liability Intake Program providing them the knowledge and tools to take the field calls and document accurately.

• RESPONSIBILITIES: Take ownership and manage each incident called into the centralized services call center. Must effectively communicate with customers as well as internal/external team members to document interactions and next steps.
• Acts on a case-by-case basis to improve customer and patient experience.
• Works with the customer and patient and collaborates with internal stakeholders in managing the intake of claims/liability inquiries about services including sending information of high exposure critical cases to proper high-level leadership for time management.
• Uses internal database to document, track and provide reporting on alleged claims and liabilities communicated by customers, patients, or retail leadership. Follows up with customers, patients, retail leadership, and internal/external business partners on the status of action items.
• Maintains/updates case records in the internal database with current and accurate information on status and tasks completed.
• Create, manage, and analyze monthly, weekly, and daily reports to provide feedback on the status of the liability intake program to field leadership.
• Uses various data streams, analyzes, and communicates business results and trends that relate to the customer and program performance. Also reports on case outcomes to the field, retail leadership, and internal business partners.
• Analyzes, and delivers potential resolution. Shows continued support to field leadership by providing ongoing and timely feedback.
• Follow up with customers and patients as needed to ensure expectations were met and the alleged liability claim is resolved.
• Works directly with Healthcare Supervisors and pharmacy management to guide them on how to handle druggist liability cases (alleged harm only)

EDUCATION: High School Graduate/GED and at least 2 yrs experience in customer serv.