Call Center Representative -Pharmacy Technician (Onsite)

Job Description:

Job Summary

In accordance with state and federal regulations, assists the pharmacist, under direct supervision, in the practice of pharmacy. Assists the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures. Responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions. Assists with and coaches pharmacy technicians in the operation of pharmacy systems and cashiers in the operation of the pharmacy cash registers. Models and delivers a distinctive and delightful customer experience.

Job Responsibilities

Customer Experience

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  Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.

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  Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).

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  Develops strong relationships with most valuable customers.

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Operations

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  Under the supervision by the pharmacist, assist in the practice of pharmacy, in accordance with state, federal, and company policy. Reviews and complies with the Walgreen Co. Pharmacy Code of Conduct.

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  Performs duties as assigned by Pharmacy Manager, Staff Pharmacist and Store Manager including utilizing pharmacy systems to enter patient and drug information, ensuring information is entered correctly, filling prescriptions by retrieving, counting and pouring pharmaceutical drugs, verifying medicine is correct, and checking for possible interactions.

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  Assists pharmacists in scheduling and maintaining work flow.

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  Reports, immediately, prescription errors to pharmacist on duty and adheres to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program.

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  Strictly adheres to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription dispensing activities.

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  Responsible and accountable for registering all related sales on assigned cash register, collects and handles cash as required. Takes customer to OTC aisle when possible to assist in locating products.

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  Handles telephone calls that do not require personal attention of the pharmacist, including those to physicians.

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  Processes (corrects and resubmits) manual claims for third party program prescription services in a timely and efficient manner, and performs other clerical duties, as assigned by the Pharmacy Manager.

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  Leads Pharmacy Department inventory management activities, such as, ordering, unpacking, checking and storing shipment of pharmaceuticals. Maintains knowledge of Company asset protection techniques, and files claims for warehouse overages (merchandise received, but not billed), shortages (merchandise billed, but not received), order errors or damaged goods involving Rx drugs.

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  Assists and supports Pharmacy Manager and Staff Pharmacist in analyzing and seeking to improve pharmacy financial, customer service and inventory performance data reviewing Rx KPIs with Store Manager and Healthcare Supervisor.

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  May assist pharmacist in administering clinical services including the collection and proper labeling of blood/urine samples from patients and other clinical services as required; assists pharmacy staff in coordination of clinical services, Walgreens healthcare clinics and external providers.

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  Assists Pharmacy Manager and Staff Pharmacist in developing and maintaining good relationships with the local medical community, including physicians, nurses, and other health care providers, by medical provider detailing and outreach to health groups, retirement homes, nursing homes, and other forums for enhancing growth opportunities.

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  Supports execution of Pickup program.

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  Assists with exterior and interior maintenance by ensuring the Pharmacy Department is stocked with adequate supplies, clean, neat and orderly in condition and appearance

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  Coaches pharmacy technicians and cashiers in the correct use of processes and tools in order to drive efficiency within the pharmacy.

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  Complies with all company policies and procedures; maintains respectful relationships with coworkers.

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  Completes special assignments and other tasks as assigned.

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Training & Personal Development

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  Maintains PTCB or ExCPT certification through the designated PTCB or ExCPT training program and/or state required certification/registration.

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  Attends training and completes PPLs requested by Manager and acquires continuing education credits. Maintains knowledge and skill in healthcare and pharmacy, including latest news and developments.

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About Walgreens

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

Job ID: BR

Title: Call Center Representative -Pharmacy Technician (Onsite)

Company Indicator: Walgreens

Employment Type:

Job Function: Customer Contact Center

Full Store Address: 8337 SOUTHPARK CIR,ORLANDO,FL 32819

Full District Office Address: 8337 SOUTHPARK CIR,ORLANDO,FL, -M

External Basic Qualifications:

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  High School Diploma or GED.

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  Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).

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  Basic Search Engines skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.

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  Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).

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  Communicate effectively in writing and verbally.

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  18 years of age or older

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Preferred Qualifications:

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  At least 1 year of pharmacy technician experience in a retail or call center environment.

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  At least 18 months as a pharmacy technician with a certificate/registration by state as granted by the State board of Pharmacy or nationally recognized certification agency.

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  Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.

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  Intermediate to advanced level keyboarding skills (at least 35 WPM, touch typing, formatting documents).

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  Fluency in Spanish and English.

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

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