Customer Injury Care Coordinator

Title: Customer Injury Care Coordinator
Location: Deerfield, IL (Onsite 4 days per week)
Duration & Type: Initial 6-month Contract with chance for extension or conversion
Compensation: Competitive hourly W2 rate ($29.35-30.75), Access to Healthcare & Dental Insurance Plan of Choice (details available upon request)

Summary
Chamberlain Advisors is partnering with a nationally recognized retail pharmacy organization to identify a Customer Injury Care Coordinator to support the centralized services and liability intake function. This role serves as the primary case owner for incidents involving alleged customer injury, property damage, and external pharmacy-related events across retail locations nationwide. The Coordinator operates as both a customer advocate and operational risk liaison — ensuring cases are documented accurately, escalated appropriately, and managed through resolution while delivering a high-touch customer experience.

This is a highly visible, field-facing role that blends customer service, case management, risk mitigation, reporting, and cross-functional communication. The ideal candidate thrives in structured processes, communicates confidently in sensitive situations, and demonstrates strong analytical judgment when assessing potential exposure and escalation needs.
Click Apply Now to join the Chamberlain experience.

What You Will Be Accountable For

• Take full ownership of customer injury and liability-related incidents reported through the centralized call center.
• Evaluate each case independently to determine exposure risk, escalation needs, and next steps.
• Document all interactions, actions, and updates within internal case management systems.
• Manage cases from intake through resolution, ensuring timely follow-up with all stakeholders.
• Communicate directly with customers and patients regarding alleged incidents with empathy and professionalism.
• Partner with store leadership, pharmacy management, Healthcare Supervisors, and internal/external business partners.
• Escalate high-exposure or critical cases to appropriate leadership levels.
• Provide clear guidance to field teams regarding druggist liability cases (alleged harm only).
• Create, manage, and analyze weekly, monthly, and daily reporting on liability intake performance.
• Track case trends, exposure patterns, and customer experience metrics.
• Communicate insights and business outcomes to field leadership and internal stakeholders.
• Provide ongoing feedback to improve program efficiency and customer outcomes.
• Support training efforts for centralized call center intake agents on the Liability Intake Program.
• Provide documentation guidance to ensure accuracy and compliance.
• Adapt processes in response to evolving regulatory, risk, and pandemic-related guidelines.
• Deliver program updates and opportunities to store management and field leadership.

What Qualifications You Need

• High School Diploma or GED required.
• Minimum of 2+ years of customer service experience (call center, retail operations, healthcare, or related environment preferred).
• Experience handling sensitive, escalated, or high-risk customer interactions.
• Strong documentation and case management skills.
• Ability to analyze situations independently and determine appropriate escalation paths.
• Proficiency using internal databases or case tracking systems.
• Experience generating and interpreting reports (Excel or similar reporting tools preferred).
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience in retail pharmacy, healthcare operations, insurance, or liability/claims environments.
• Exposure to incident management, risk mitigation, or compliance-based workflows.
• Experience training or guiding frontline call center agents.
• Comfort navigating changing regulatory environments.

Why Join Right Now?
Our fortune client seeks innovative and intelligent individuals to join their team. Here is your opportunity to join one of the largest healthcare and retail pharmacy companies in the U.S, with more than 10 million customers, over 8,000 retail stores, and a presence in multiple countries. Our client is constantly creating groundbreaking ways to meet customer needs, improve their health, and be a force for good in the world. This is your chance to work in a truly supportive environment and be a part of a progressive organization dedicated to the well-being of their customers, team members, and communities.

Why Work with Chamberlain?
Chamberlain Advisors is a veteran-owned business that provides human capital solutions across a wide range of industries and engagement types. Chamberlain candidates benefit from our unique hiring and interviewing process which has been designed to increase the likelihood that they will be successful in their job searches. This is achieved through our 5-step recruitment process, ensuring a top-of-the-line candidate experience. Find out what makes us different; apply to Chamberlain today.

Equal Employment Opportunity
Chamberlain Advisors provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Chamberlain Advisors complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Chamberlain Advisors expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Chamberlain Advisors' employees to perform their job duties may result in discipline up to and including discharge.

#LI-HYBRID
#LI-SP1