Primary Duties

• 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 perform 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 inquiries 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.