Function Lead Centralized Services

Job SummaryResponsible for acting as the front line leader for Centralized Services. 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 only the most 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 activities of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards. May intercede on communication with difficult customers or patients. 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 interactions, records details, complaints, comments and action taken. Contacts customers to respond 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.).About Walgreens and WBAWalgreens (www.walgreens.com) is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. As America’s most loved pharmacy, health and beauty company, Walgreens purpose is to champion the health and wellbeing of every community in America. Operating more than 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving approximately 8 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. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with platforms bringing together physical and digital, supported by the latest technology to deliver high-quality products and services in local communities nationwide.