Pharmacy Operations Manager

About the role

Where state and federal laws and 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

• Operates pharmacy systems to obtain patient and drug information and process prescriptions.
• Under the supervision of a pharmacist, supervises pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations, and business ethics.
• Selects, schedules, and develops pharmacy technician personnel; leads training, coaching, and performance management; makes decisions regarding discipline and termination.
• Engages customers and patients by greeting them and offering assistance with products and services; resolves customer complaints and answers non-clinical questions to ensure a positive customer experience; models and shares customer service best practices.
• Assists the pharmacist in patient care including patient registration, prescription data entry, preparation of medications, counting, and verifying (where allowed by law).
• Completes patient and physician calls under the supervision of a pharmacist (where allowed by law).
• Assists with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law (under pharmacist supervision).
• Exercises independent judgment to delegate, direct, and assign non-clinical work in the pharmacy; ensures tasks are completed on time and holds others accountable for efficient workflow.
• Prepares and files reports and records required by the company and various government agencies (at the direction of the Pharmacy Manager or pharmacist).
• Manages core pharmacy workflow and drives excellence in pharmacy operations; coordinates and organizes the pharmacy daily schedule of activities; recommends allocation of pharmacy hours.
• Ensures the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Exercises independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure; manages annual inventory preparation.
• Accountable for completion of non-clinical patient calls.
• Drives new technology/process rollout, champions change, and engages the team around action planning; assures proper operation and maintenance of pharmacy department equipment.
• In collaboration with the Pharmacy Manager, maintains recordkeeping and ensures security safeguards are in place.
• Under supervision of the pharmacist, strictly adheres to Walgreens policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understands their role in ensuring those elements are met.
• Maintains and applies knowledge of company asset protection techniques; supports the Pharmacy Manager with diversion monitoring and reports any concerns that would compromise pharmacy security.
• Communicates prescription errors to the accountable pharmacist and adheres to company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program.
• Ensures accurate processing of insurance claims to resolve customer issues and prevent payment rejections; follows up with insurance companies and medical providers and conducts or participates in third-party audits.
• Assists and supports the Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manages the Community Outreach Portal and coordinates, at the direction of the Pharmacy Manager, assignment of pharmacists to off-site immunization clinics and community events; builds and sustains relationships with retail partnerships.

People & Performance Management

• Leads performance management of technicians, including making decisions and recommendations regarding discipline and termination; follows constructive discipline policy to ensure compliance with state and federal laws.
• Holds technicians accountable for attendance and timeliness; maintains and improves pharmacy performance through team member engagement and action planning.
• Accountable for technician hiring, onboarding, training, and scheduling; monitors and holds technicians accountable for timely training completion.
• Identifies gaps in pharmacy operations knowledge among team members and supports those members through hands-on training or assigned learning modules.
• Assists the Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations, and certifications are active and in good standing/compliant with regulatory and legal requirements; leverages Walgreens Online Verification System to document licensure status.
• Ensures 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

• Maintains PTCB certification through the designated PTCB 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 by the company.
• Follows performance improvement plans offered by the Pharmacy Manager.
• Seeks professional development by monitoring one’s own performance, soliciting constructive feedback, and leveraging the Healthcare Supervisor as mentor and coach.

Communication

• Communicates with the pharmacy team, relaying messages from the support center or other key emails as required.
• Participates 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.
• Fluency 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 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 geography, skills and abilities, education, experience, and other relevant factors.