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, including decisions regarding performance management, 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.
• Enhance customer experience by increasing focus on healthcare services.
• Assist pharmacist in 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).
• Under the supervision of a pharmacist, assist with healthcare service offerings including administering vaccines, health screenings, and other health services allowed by law.
• Within company policies and legal guidelines, 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 required by the company and government agencies.
• Manage core pharmacy workflow and drive excellence in pharmacy operations.
• Coordinate and organize pharmacy daily schedule of activities and recommend allocation of pharmacy hours.
• Ensure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Under the direction of the pharmacist, 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 around action planning.
• Ensure proper operation and maintenance of pharmacy department equipment.
• In collaboration with the Pharmacy Manager, maintain recordkeeping and ensure security safeguards are in place.
• Under pharmacist supervision, strictly adhere to Walgreen Co. policy regarding Good Faith Dispensing during prescription-dispensing activities.
• Maintain knowledge of Company asset protection techniques and support Pharmacy Manager with diversion monitoring.
• Communicate prescription errors to the accountable pharmacist and adhere to Company policies related 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, and 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 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 making decisions and recommendations regarding discipline and termination.
• Use constructive discipline policy to ensure pharmacy technicians comply with state and federal laws.
• Hold technicians accountable for attendance and timeliness.
• Maintain and improve pharmacy performance 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 for scheduling and training.
• Identify gaps in pharmacy operations knowledge among team members and support their training.
• Assist Pharmacy Manager in monitoring licensures, registrations, and certifications of all pharmacy team members to ensure compliance with regulatory and legal requirements.
• Leverage Walgreens resources to document licensure status.
• Ensure proper procedures are followed for selection, recruitment, record retention, and training as required by Company policy and 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 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.

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

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.