Pharmacy Operations Manager

Where state and federal laws/regulations allow, accountable for performing day-to-day non-clinical pharmacy operations and administrative activities. Ensures efficient pharmacy workflow and a positive patient experience.

Responsibilities

• Operate pharmacy systems to obtain patient and drug information and process prescriptions.
• Under the supervision of a pharmacist, supervise pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations, and business ethics.
• Responsible for the selection, scheduling, and development of pharmacy technician personnel.
• Lead training, coaching, and performance management of pharmacy technicians, including decisions regarding discipline and termination.
• Engage customers and patients by greeting them and offering assistance with products and services.
• Resolve customer complaints, respond to customer requests in a timely manner, and answer non-clinical questions to ensure a positive customer experience.
• Model and share customer service best practices.
• Develop strong relationships with customers by anticipating needs and proactively offering services.
• Assist the pharmacist in delivering patient care, including patient registration, prescription data entry, preparation of medications, counting, and verifying (where allowed by law).
• Complete patient and physician calls under the supervision of a pharmacist (where allowed by law).
• Assist with healthcare service offerings, including administering vaccines, health screenings, and other health services allowed by law.
• Exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy within company policies and legal guidelines.
• Ensure tasks are completed on-time and hold others accountable for efficient workflow.
• Prepare and file reports and records required by the company and government agencies under the direction of the Pharmacy Manager or pharmacist.
• Manage core pharmacy workflow and drive excellence in pharmacy operations.
• Coordinate and organize the pharmacy’s daily schedule of activities and recommend allocation of pharmacy hours.
• Ensure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Exercise independent judgment to ensure compliance and execution of business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure.
• Manage annual inventory preparation.
• Accountable for completion of non-clinical patient calls.
• Drive new technology/process rollout, champion change, and engage the team in action planning.
• Ensure proper operation and maintenance of pharmacy department equipment.
• Collaborate with the Pharmacy Manager on recordkeeping and security safeguards.
• Strictly adhere to Walgreen Co. policy regarding Good Faith Dispensing during prescription-dispensing activities.
• Maintain knowledge of Company asset protection techniques and report security concerns to the Pharmacy Manager.
• Communicate prescription errors to the accountable pharmacist and adhere to Continuous Quality Improvement Program policies.
• Ensure accurate processing of insurance claims to resolve customer issues and prevent payment rejections.
• Follow up with insurance companies and medical providers, and participate in third-party audits.
• Support the Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manage the Community Outreach Portal and coordinate pharmacist assignments to off-site immunization clinics and community events.
• Build and sustain relationships with retail partnerships.

People & Performance Management

• Lead performance management of technicians, including discipline and termination decisions.
• Use constructive discipline policy to ensure compliance with state and federal laws.
• Hold technicians accountable for attendance and timeliness.
• Maintain and improve pharmacy performance through team engagement and action planning.
• Accountable for technician hiring, onboarding, training, and scheduling.
• Monitor and ensure timely completion of training for pharmacy technicians.
• Identify gaps in pharmacy operations knowledge and support team members in their training.
• Assist the Pharmacy Manager in monitoring licensures, registrations, and certifications for compliance with regulatory and legal requirements.
• Leverage Walgreens resources to document licensure status.
• Ensure proper procedures for selection, recruitment, record retention, and training as required by company policy and laws.

Training & Personal Development

• Maintain PTCB certification through the designated training program and/or state-required certification/registration.
• Maintain and enhance knowledge and skills related to pharmacy and healthcare.
• Obtain necessary certifications, education credits, and training as required by the company.
• Follow performance improvement plans offered by the Pharmacy Manager.
• Seek professional development by monitoring performance, soliciting feedback, and leveraging the Healthcare Supervisor as a mentor and coach.

Communication

• Communicate with the pharmacy team, relaying messages from the support center or other key emails as required.
• Participate in key store/pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.

Qualifications

• High School Diploma, GED, or equivalent.
• PTCB certification (except in Puerto Rico).
• One year of work experience as a pharmacy technician in a retail or hospital setting.
• Fluent in reading, writing, and speaking English (except in Puerto Rico).
• Willingness to work a flexible schedule, including evening and weekend hours.

Preferred Qualifications

• Previous people management/leadership experience.
• Previous work experience with Walgreens with an Exceeding Expectation on the last performance evaluation.

Pay

The current salary range for this position is $22.50 per hour - $31.00 per hour. The actual hourly salary within this range will depend on factors including geography, skills, abilities, education, experience, and other relevant factors.

Benefits

To review benefits, please visit jobs.walgreens.com/benefits.