Function Lead, Fulfillment Center

Function Lead, Fulfillment Center

Responsible for acting as the front-line leader for Centralized Services pharmacy fulfillment center. Provides daily support to Centralized Services team members to ensure they provide a first in class experience to Walgreens patients and customers. Serves as an escalation point of contact for complex or critical issues. Assigns, monitors and reviews the day-to-day work of team members and provides technical guidance. Ensures all matters are routed to the appropriate party or resolved.

Job Responsibilities

• Resolves and / or provides technical advice on complex or critical issues that have been escalated from Senior level roles.
• Serves as a resource for all representatives.
• Seeks guidance from Group Supervisor for the most complex and critical issues, questions, or problems.
• Supervises daily activates of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards.
• Reports any necessary issues or concerns to Group Supervisor.
• Plans, prioritizes, organizes, and completes work to meet established objectives.
• Monitors trends and notifies Group Supervisor of recurring or high priority issues.
• Maintains records of customer and / or client interactions, records details, complaints, comments, and action taken.
• Responds to escalated inquiries or to notify them of investigation results and planned adjustments.
• Continues to look for ways to improve current processes with enhancements and ideas.
• Monitors team member performance by observing employee demeanor, technical accuracy, and conformity to company policies.
• Improves performance of the department by building team morale, motivating team members, and using constructive coaching.
• Identifies areas where additional development is needed and makes recommendations on how to achieve necessary results.
• Responsible for ensuring compliance with federal, state, and local laws, as well as company and facility policies and procedures.
• Maintains standards of performance in accordance with policies and procedures (e.g., HIPAA guidelines / regulations, insurance, and fraud abuse guidelines, required productivity levels, timeliness expectations, etc.).

Basic Qualifications

Preferred Qualifications

We will consider employment of qualified applicants with arrest and conviction records. Salary Range : $23.5 - $31.35 / Hourly