Customer Quality Advocate

Base pay range

$27.81/hr - $40.77/hr

Resolves patient prescription concerns through store inquiries to the facility. Conducts standard compliance, quality, and safety audits to ensure regulatory satisfaction for the site. Trains site leaders and new hires (such as hourly team members) on compliance, quality, and safety topics. Provides reporting and analysis to site leaders. May be required to perform other regulatory or patient service tasks as needed.

• Resolve inquiries from stores regarding urgent patient prescription situations (e.g., stores missing prescriptions, incorrect quantity concerns, etc.).
• Communicate quality incidents to operations leaders and proactively coordinate mitigation efforts with business partners.
• Provide accurate reporting and analysis of site compliance, quality, and safety to leadership.
• Audit processes (such as ensuring prescription quality, regular assessment of patient safety and completing monthly compliance audits) for accuracy and adherence to SOP.
• Suggest improvements based on findings from audits and quality incidents.
• Collaborate to share and adopt best practices with other sites to mitigate future concerns and incidents.
• Conduct ad hoc analysis and reporting including site-wide interpretation.
• Create charts and graphs illustrating trends, distribution and correlations for management presentations.
• Collaborate and assist leaders in training for quality, compliance and safety topics.

Founded in 1901, Walgreens () proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

• Intermediate level skill in Microsoft Excel (e.g., using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
• Experience with analyzing and reporting data to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience using business analytical skills including facilitating requirements sessions and documenting activity workflows and business requirements.
• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

• Experience with Walgreens Retail, Pharmacy and/or centralized processes.
• Intermediate level skill in SQL (e.g., create complex queries using nested SELECT statements, simplify queries by creating new views, deleting and altering tables, using Boolean logic, working with NULL values and/or constructing queries).

We will consider employment of qualified applicants with arrest and conviction records.

Not Applicable

Full-time

Other