Coordinator Enterprise Triage - Hybrid

Job Description

Job Summary Responsible for processing referrals from intake through order scheduling for new referrals that are sent from Community Based Specialty Pharmacies (CBSP) to Central specialty pharmacy for dispensing. Assists 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. Partners and communicates closely with Walgreens central specialty, Home Delivery, Community Based Specialty pharmacy and Retail teams, as well as patients and physician offices. This is a hybrid role. After training, the candidate will be expected to work from home and attend the Frisco, TX location a few times a week. Job Responsibilities

• Records and processes orders or inquiries received by fax, mail, telephone and/or through patient direct contact.
• Provides timely response to patients' inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.
• Creates referrals for incoming transfers from across the Walgreens enterprise.
• May perform Order Processing functions such as data entry, call doctors' offices for Rx clarifications, and triage calls to a pharmacist as appropriate.
• Collects insurance information and may performs benefit investigation for triaged referrals, including adding/updating prior authorization information, processing major medical insurance claims and calling payers to update prior authorizations, as appropriate.
• Coordinates enrolling patients with financial assistance programs, upon patient consent.
• Coordinates and schedules patient orders, including making calls to patients and doctors' offices to schedule orders in accordance with site of care requirements.
• Uses internal tools and Excel documents to determine correct channel or location for a specialty prescription to be filled within the Walgreens enterprise.
• Serves as a single point of contact for inquires 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.
• Assists with the reporting of triaged inbound and outbound requests.
• Other responsibilities as judgment or necessity dictate.

About Walgreens Founded in 1901, Walgreens (www.walgreens.com) 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. External Basic Qualifications

• High school diploma or GED.
• 1 year of work experience in call center environment, health care 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, weekend, and/or hours outside of business hours.

Preferred Qualifications

• Must have an active pharmacy technician license or certification as required by state Board of Pharmacy.
• 1 year of work experience in call center environment, health care setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations

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