Experienced Enterprise Triage Coordinator – Central Specialty Pharmacy Operations (Remote)

Are you a highly organized and detail-oriented professional with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our dynamic team as an Experienced Enterprise Triage Coordinator – Central Specialty Pharmacy Operations at Walgreens.

About Walgreens

As one of the largest retail pharmacy chains in the United States, Walgreens has a rich history of serving communities for generations. With over 8,500 stores across the country and a team of nearly 220,000 dedicated professionals, we are committed to being the first choice for retail pharmacy and health services. Our mission is to build trusted relationships that create healthier futures for our customers, patients, team members, and communities.

Job Summary

As an Experienced Enterprise Triage Coordinator, you will play a critical role in processing referrals from intake through order scheduling for new referrals sent from Community Based Specialty Pharmacies (CBSP) to Central Specialty Pharmacy for dispensing. You will assist with inbound and outbound triage and transfer requests for prescriptions to ensure that prescriptions are routed to the most appropriate channel within the Walgreens enterprise. You will partner and communicate closely with Walgreens central specialty, Home Delivery, Community Based Specialty pharmacy, and Retail teams, as well as patients and physician offices.

Key Responsibilities

* Record and process orders or inquiries received by fax, mail, telephone, and/or through patient direct contact

• Provide timely response to patients' inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards
• Create referrals for incoming transfers from across the Walgreens enterprise
• Perform Order Processing functions such as data entry, call doctors' offices for Rx clarifications, and triage calls to a pharmacist as appropriate
• Collect insurance information and perform benefit investigation for triaged referrals, including adding/updating prior authorization information, processing major medical insurance claims, and calling payers to update prior authorizations as needed
• Coordinate enrolling patients with financial assistance programs, upon patient consent
• Coordinate and schedule patient orders, including making calls to patients and doctors' offices to schedule orders in accordance with site of care requirements
• Use internal tools and Excel documents to determine the correct channel or location for a specialty prescription to be filled within the Walgreens enterprise
• Serve as a single point of contact for inquiries from Walgreens Community Based Specialty pharmacies
• Collaborate with cross-functional teams as needed to meet local specialty patient needs (PAP, infusion services, insurance carve-outs)
• Respond to inquiries and provide guidance related to Limited Distribution drug access and referral routing across the enterprise
• Assist with the reporting of triaged inbound and outbound requests
• Perform other responsibilities as judgment or necessity dictate

Essential Qualifications

* High school diploma or GED

• 1 year of work experience in a call center environment, healthcare setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations
• Intermediate level skill in Microsoft suite of products
• Experience providing customer service to internal and external customers, including meeting quality standards of services and evaluation of customer satisfaction
• Willing to work mandatory extra hours, including evenings, weekends, and/or hours outside of business hours

Preferred Qualifications

* Active pharmacy technician license or certification as required by state Board of Pharmacy

• 1 year of work experience in a call center environment, healthcare setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Proficiency in Microsoft Office, particularly Excel
• Strong attention to detail and accuracy
• Ability to work independently and as part of a team
• Strong customer service skills, with a focus on meeting quality standards and evaluating customer satisfaction

Career Growth Opportunities and Learning Benefits

As a member of our team, you will have access to a range of career growth opportunities and learning benefits, including:

• Opportunities for professional development and advancement
• Access to training and development programs to enhance your skills and knowledge
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
• Opportunities to work on high-impact projects and initiatives

Work Environment and Company Culture

Our company culture is built on a foundation of trust, respect, and open communication. We value diversity, equity, and inclusion, and strive to create a workplace where everyone feels welcome and valued. Our work environment is fast-paced and dynamic, with a focus on delivering exceptional customer service and meeting the needs of our patients and customers.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary, bonus, and benefits. Our benefits package includes:

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements, including remote work options
• Access to employee discounts and perks

How to Apply

If you are a motivated and detail-oriented professional with a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

Walgreens is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace where everyone feels welcome and valued. Apply for this job