Full Job Description
Job Summary
Responsible for providing advisory services to customers on how to manage any health conditions they are experiencing as part of the Health Corner initiatives. Oversee multiple Health Corner sites and employees within a given Area. The primary goal is to ensure the successful utilization of Health Corners within the Walgreens stores. Provides oversight to the Health Corner Advisors. Addresses health-related questions posed by the customer and provides educational material and information, and as necessary, referring the customer to the appropriate clinical provider. Provides training to Health Corner Advisors on existing Walgreen’s diagnostic devices and instruct them on the proper use and setup. Handles escalation and assistance with complex customer needs/questions and solutions. Provide adoption of existing Walgreens products and services that complement customer care, and refer them to other resources, services, and potential solutions related to their condition.
This role will serve as lead role in escalated healthcare assistance and advice, but will not diagnose or prescribe therapy for the customer based on their condition.
Job Responsibilities/Tasks
Job Objectives
Provide supervision and training to all staff. Ensure the Health Corners initiatives and goals are fully communicated to staff in order to ensure successful operations and services to customers.
Oversee the Health Corner Advisors in providing both instore and online diagnostic devices and solutions and assist with proper use of devices to all customers. Support the customer on all available Walgreens digital tools and services relevant to managing his/her condition.
Customer Experience
Engage customers by greeting and offering assistance with healthcare and with diagnostic products, services and solutions, and any other in-store assistance customers may need. Provide customers with courteous, friendly, fast, and efficient service. Answer questions about service offerings, hours, promotions for health products and services.
Maximize the customer’s knowledge on how to effectively manage health and prevent their existing conditions from escalating, inclusive of the customers’ use of their diagnostic devices in managing their care. Provide exceptional customer care in a friendly, efficient, knowledgeable, and professional manner; give impartial, professional advice and assistance.
Builds relationships with customers and foster trust. With the customer’s consent, this position should oversee and schedule follow-up calls and meetings with the customer.
Provide health care advice at customer request and limitations of the Advisor role. Advisory services include, but are not limited to:
Health-related questions to assist with their care journey;
How new or existing products or services may help in managing their condition;
The proper use and setup of connected devices and applications;
Other Walgreens services, third party applications, etc. that may complement their care; and,
Refer them to other resources, services, and solutions that may assist them with their care journey.
Learn, understand and document the needs of the consumer
Assist customer in determinging possible options to healthcare, referrals to local clinicians and other resources.
Model and share customer service best practices with all team members to deliver a distinct and delightful customer experience.
Operations
Exhibit knowledge about the Walgreens pharmacy services and products and any other healthcare service offered by Walgreens such as Find Care.
Assist customers accessing healthcare services through the Walgreens app, website, and within the Walgreens store.
Conducts approved health care screening services. This would be services including but not limited to Blood Pressure, BMI, A1C testing.
Maintain organization and cleanliness of the Health Corner area.
Demonstrate a high level of professionalism when representing the Walgreens Health Corner to visitors internal and external to Walgreen Co.
Comply with all company policies and procedures; maintain respectful relationships with coworkers.
Collaborate with Walgreens Health Corner business team to collect key learnings from customers on their experience.
Conduct customer surveys and document experiences for future changes for Health Corner. Participate in meetings and conference calls concerning new and modified offerings for the digital health corner and other healthcare service programs and promotions and complete special assignments during down time as assigned.
People & Performance Management
Promotes teamwork and motivates team members by establishing expectations, tracking results, showing enthusiasm and sharing vision.
Communicates regularly with team members through one-on-one discussions, group meetings, soliciting input, answering questions, and ensuring communication is open between management and non-management team members.
Train and coach team members on the responsibilities of roles, new equipment, new and upgraded programs and products.
Training & Personal Development
Complete Walgreens training on instore health products/devices and online digital tools as well as learning modules. Maintain a working knowledge of technology tools provided to perform duties.
Seek to gain a deep understanding of Walgreens products, services, and technology in order to maintain relevant and up-to-date knowledge of healthcare services, products, and promotional offerings listed above.
Seek self-development by monitoring own performance, setting high personal standards, learning from others, and improving job performance.
Walgreens (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.
Basic Qualifications
BS in Pharmacy or Pharmacist Degree from an accredited educational institution. Current pharmacist licensure in the states within the district with at least 6 months experience working in the healthcare/pharmacy environment.
Strong ability to work in muli-locations and maximize time across locations with proven success.
Experience developing ways of accomplishing goals with little or no supervision, depending on self and team to complete objectives, and determining when escalation of issues is necessary.
Comfortable with healthcare vernacular, or healthcare experience in a customer-facing role.
Experience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems.
Understanding of the chronic care management, life style management, and Walgreen’s diagnostic devices and products that are being offered in store and on-line.
Fluent in reading, writing, and speaking English
Willingness to work a flexible schedule, including evening and weekend hours.
Proficient in utilizing and configuring connected digital solutions such as fitness trackers, wellness apps, and other similar applications. Experience with utilizing website forms, mobile applications, PC/tablet systems, and in-store systems.
Preferred Qualifications
Prefer bilingual in English and Spanish.
Prefer two years of experience working in high touch retail sales ; prior knowledge of Clover Health Care System a plus.
Experience in assisting customers to resolve complex issues.