Patient Care Advocate - Work-From-Home (Florida)

Job Summary
The Patient Care Advocate provides new and existing patients with the best possible patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback and suggestions. As the first line of contact to patients and stakeholders, the patient care advocate will set the tone for how our company and services are experienced.

Job Responsibilities

• Connects patients with pharmacists for counseling and clinical inquiries as required.
• May work on special projects and/or programs, provide bi-lingual support and be cross-trained in other departments including but not limited to specialized, support, and new patient/enrollment teams as required.
• Adds or updates insurance and pharma information in patient's record, or collect insurance information and alert appropriate teams to update the patient's account.
• Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of services, to contact a patient's doctor office, to mail a letter to a patient.
• Coordinates all activities related to Risk Evaluation Mitigation Strategies (REMS) compliance.
• Works collaboratively on disease-focused teams to provide best-in-class customer service.
• Escalates calls to clinicians, insurance verification teams, specialized teams as required.
• Receives inbound calls and performs outbound calls to patients or physician's offices regarding orders for medications, pharmacy services and any other non-clinical inquiries.
• Completes client and/or pharma-specific duties to satisfy the needs and expectations of customers.
• Provides expertise in specialized pharma programs and subject matter expertise with complex disease states and patient care.
• Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.

About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.

Basic Qualifications

• High School/GED
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
• Basic level PC skills, MS Windows, MS Office Suite and/or other similar operating/software programs (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
• Ability to communicate clearly and effectively (written and verbal). Good interpersonal skills with the ability to communicate in a diplomatic and confidential manner.

Preferred Qualifications

• Experience with Microsoft Office Suite (such as MS Word, MS Excel, etc.)
• Experience providing customer service in a healthcare, specialty pharmacy, PBM, call center setting or other related industry including but not limited to adherence, quality, After Call Work (ACW), etc.
• Proficient computer skills with ability to learn proprietary company software; experience working with multiple systems.

An employee in this position can expect a hourly rate between $15.00 and $20.00. The actual compensation offered will depend on experience, seniority, geographic locations, and other factors permitted by law. To review benefits, please click here jobs.walgreens.com/benefits .