Senior Specialist, Custodian of Records (Danville, IL)

Job Summary:

Responsible for auditing the record request pulling of the BPO. Responsible for handling incoming phone queue calls from customer and companies related to requests. Responsible to know and apply HIPAA Privacy regulations while working on the COR request process. Responsible for training the BPO

staff as assigned and certifying their work as HIPAA compliant. Responsible to perform more complex research to resolve issues with requests for records.

Job Responsibilities:

• Handles incoming phone calls from customers, record companies, legal agencies, etc. as received in The Custodian of Records phone queue.
• Audits the BPO staffs' record request packages before they are mailed for HIPAA compliance.
• Trains and certifies BPO Custodian of Records staff. Answers BPO staff escalated questions in regards to the process, audit results, HIPAA regulations. etc.
• Responsible to know HIPAA Privacy regulations, system workflow process, and COR procedures.
• Processes more complex or urgent requests for records that the BPO staff can not complete.
• Researches issues with requests for records that require a more comprehensive knowledge of the process flows in the department.
• Verifies information on requests received and on packages ready to be mailed according to process guidelines.
• Contacts internal and external departments to obtain required information, documents, or payments.
• Follows processes and performs transactions with a high degree of accuracy. Ensures system and data accuracy for self and BPO staff.
• Displays knowledge of all procedures and processes to train and audit work of others. Provides work guidance to BPO staff and less experienced clerical staff.
• Handles questions and inquiries. Resolves issues as assigned.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) 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.

Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com.

Basic Qualifications

• High School Diploma or GED plus at least 1 years' experience in an office or customer service position.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience with professional communications. Both verbally (on the phone, one-on-one) and in writing (emails, letters) to various audiences (work group, team, company management, external agencies)
• Intermediate level keyboarding skills and basic level PC skills (at least 25 WPM, touch typing, formatting documents, using mouse, know how to navigate MS Windows, know how to print and do searches).
• Basic level skill in MS Office: eg Microsoft Word, Excel (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions).

Preferred Qualifications

• Bachelors Degree
• At least 2 years of experience working in an office
• Experience with applicable HIPAA Privacy regulations.
• Intermediate level skill in Microsoft Access (for example: opening a table in datasheet view, entering data, filtering data, creating a form, modifying a form layout, applying themes, running, sorting and saving queries, creating and formatting a report, changing report test, adding an image, printing labels, navigating through records, and/or exporting to Excel).
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience reviewing and auditing own work or others' work.

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