Pharmacy Operations Manager

About the role

Under the supervision of a pharmacist, this role is accountable for performing day-to-day non-clinical pharmacy operations and administrative activities, ensuring efficient pharmacy workflow and a positive patient experience. Serves as a full-time certified pharmacy technician.

Responsibilities

• Operates pharmacy systems to obtain patient and drug information and process prescriptions.
• Under pharmacist supervision, supervises pharmacy technicians and pharmacy cashiers within company policies, laws, regulations, and business ethics.
• Responsible for the selection, scheduling, and development of pharmacy technician personnel.
• Leads training, coaching, and performance management of pharmacy technicians; makes decisions regarding performance management including discipline and termination.
• Engages customers by greeting them and offering assistance with products and services.
• Resolves customer complaints, responds to requests in a timely manner, and answers non-clinical questions to ensure a positive experience.
• Models and shares customer service best practices; develops strong relationships by anticipating needs and proactively offering services.
• Responsible for assisting pharmacist in patient care delivery including patient registration, prescription data entry, medication preparation, counting, and verifying (where allowed by law).
• Completes patient and physician calls under pharmacist supervision (where allowed by law).
• Assists with healthcare service offerings including administering vaccines, health screenings, and other health services allowed by law.
• Exercises independent judgment to delegate, direct, and assign non-clinical work; ensures tasks are completed on-time and holds others accountable for efficient workflow.
• At the direction of the Pharmacy Manager or pharmacist, prepares and files reports and records required by the company and government agencies.
• Manages core pharmacy workflow; coordinates and organizes daily schedule of activities; recommends allocation of pharmacy hours.
• Assures pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Exercises independent judgment to ensure compliance and execution of business administrative activities and inventory management tasks not requiring pharmacist licensure; manages annual inventory preparation.
• Accountable for completion of non-clinical patient calls.
• Drives new technology/process roll-out, champions change, and engages team around action planning; assures proper operation and maintenance of pharmacy equipment.
• Responsible for recordkeeping and ensuring security safeguards are in-place in collaboration with Pharmacy Manager.
• Strictly adheres to Good Faith Dispensing policy during applicable prescription-dispensing activities.
• Maintains and applies knowledge of asset protection techniques; supports diversion monitoring and reports security concerns.
• Communicates prescription errors to the accountable pharmacist; adheres to policies regarding pharmacy errors and the Continuous Quality Improvement Program.
• Ensures accurate processing of insurance claims; follows-up with insurance companies and medical providers; conducts or participates in third-party audits.
• Assists and supports Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality, and customer service.
• Manages Community Outreach Portal; coordinates and assigns pharmacists to off-site immunization clinics and community events; builds and sustains relationships with retail partnerships.
• Leads performance management of technicians including discipline, suspension, termination, and recommendations; ensures compliance with state and federal laws.
• Holds technicians accountable for attendance and timeliness; maintains and improves performance through engagement and action planning.
• Accountable for technician hiring, on-boarding, training, and scheduling; monitors timely training completion.
• Identifies gaps in operations knowledge and supports team members through hands-on training or assignment of learning modules.
• Assists in monitoring that all pharmacy and team member licensures, registrations, and certifications are active and compliant; uses verification systems to document status.
• Ensures proper procedures for selection, recruitment, record retention, and training as required by Company policy and laws.
• Communicates with pharmacy team, relaying messages from support center or key emails; participates in store/pharmacy meetings including 5-minute meetings and weekly check-ins.

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.
• Must be fluent in reading, writing, and speaking English (except in Puerto Rico).
• Requires willingness to work flexible schedule, including evening and weekend hours.

Qualifications

• Maintains PTCB certification through designated training program and/or state required certification/registration.
• Maintains and enhances current knowledge and skills related to pharmacy and healthcare.
• Obtains necessary certifications, education credits, and training such as LTMP e-modules as required.
• Follows performance improvement plans offered by Pharmacy Manager; seeks professional development by monitoring performance and soliciting constructive feedback.

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.