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. Serves as a full-time certified pharmacy technician.

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; make decisions regarding performance management including discipline and termination.
• Engage customers and patients by greeting them and offering assistance with products and services.
• Resolve customer complaints, respond to customers’ 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 customer needs and proactively offering services.
• Enhance customer experience by increasing focus on healthcare services.
• Assist pharmacist in the delivery of patient care including patient registration, prescription data entry, preparation of medications for patients, counting, and verifying (where allowed by law).
• Complete patient and physician calls under the supervision of a pharmacist (where allowed by law).
• Under the supervision of a pharmacist, assist with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law.
• Within the guidelines of authorized company policies, state and federal laws/regulations, exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy.
• Ensure tasks are completed on-time and hold others accountable for efficient workflow.
• At the direction of the Pharmacy Manager or pharmacist, prepare and file reports and records required by the company and various government agencies.
• Manage core pharmacy workflow and drive excellence in pharmacy operations; coordinate and organize pharmacy daily schedule of activities.
• Recommend allocation of pharmacy hours; assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Under the direction of the pharmacist, exercise independent judgment to ensure compliance and execution of all 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 roll out, champion change, and engage team around action planning.
• Ensure proper operation and maintenance of pharmacy department equipment; collaborate with Pharmacy Manager to maintain recordkeeping and security safeguards.
• Under supervision of the pharmacist, strictly adhere to Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities.
• Maintain and apply knowledge of Company asset protection techniques; support Pharmacy Manager with diversion monitoring and report security concerns.
• Communicate prescription errors to the accountable pharmacist and adhere to Company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program.
• Ensure accurate processing of insurance claims to resolve customer issues and prevent payment rejections; follow-up with insurance companies and medical providers.
• Conduct or participate in 3rd party audits; assist and support Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manage Community Outreach Portal; coordinate and assign pharmacists to off-site immunization clinics and community events at the direction of the Pharmacy Manager.
• Build and sustain relationships with retail partnerships.

People & Performance Management

• Lead performance management of technicians including making decisions and recommendations regarding discipline and termination.
• Follow constructive discipline policy to discipline, suspend, terminate, or effectively recommend the same; ensure pharmacy technicians are compliant with state and federal laws.
• Hold technicians accountable for attendance and timeliness; maintain and improve performance of pharmacy through team member engagement and action planning.
• Accountable for technician hiring, on-boarding, training, and scheduling; monitor and hold pharmacy technicians accountable for timely training completion.
• Follow established policies and procedures set by the company for scheduling and training.
• Identify gaps in pharmacy operations knowledge among team members and support their training through hands-on instruction or assignment of learning modules.
• Assist Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations, and certifications are active and compliant with regulatory and legal requirements.
• Leverage Walgreens resources such as the Walgreens Online Verification System to document licensure status.
• Ensure proper procedures are followed for selection, recruitment, record retention, and training as required by Company policy and local, state, and federal laws.

Training & Personal Development

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

Communication

• Communicate with 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.

Requirements

• 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 flexible schedule, including evening and weekend hours.

Preferred Qualifications

• Previous people management/leadership experience.
• Previous work experience with Walgreens with an Exceeding Expectation on 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 a variety of factors including geography, skills and abilities, education, experience, and other relevant factors.

Benefits

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