Pharmacy Operations Manager

About the role

When you step behind the counter as a pharmacy operations manager at Walgreens, you’ll always be front and center. Each day is a new opportunity to build relationships and help customers, helping them find more joyful lives through better health.

Responsibilities

• Responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions. Under the supervision of a pharmacist, supervising 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 of pharmacy technicians. Makes decisions regarding performance management including discipline and termination.
• Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer complaints, helps respond to customers’ requests in a timely manner and answers non-clinical questions to ensure a positive customer experience. Models and shares customer service best practices.
• Develops strong relationships with customers by anticipating customer needs and proactively offering services to provide the best experience possible when using the pharmacy. Enhances customer experience by increasing focus on healthcare services.
• Assists 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). Completes patient and physician calls under the supervision of a pharmacist (where allowed by law). Under the supervision of a pharmacist assists with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law.
• Manages core pharmacy workflow and drives excellence in pharmacy operations. Coordinates and organizes pharmacy daily schedule of activities. Recommends allocation of pharmacy hours. Assures the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Prepares, and files reports and records required by the company and various government agencies. Manages annual inventory preparation.
• 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 the accurate processing of insurance claims to resolve customer issues and prevent payment rejections. Follows-up with insurance companies as well as medical providers and conducts or participates in 3rd party audits.
• Supports Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality and customer service.
• Manages Community Outreach Portal and coordinates and, at the direction of the Pharmacy Manager, assigns pharmacists to off-site immunization clinics and community events. Builds and sustains relationships with retail partnerships.
• Leads performance management of technicians including making decisions and recommendations regarding discipline and termination. Holds technician accountable for attendance and timeliness. Maintains and improves performance of pharmacy through team member engagement and action planning.
• Accountable for technician hiring, on-boarding, training, and scheduling. Monitors and holds pharmacy technicians accountable for timely training completion. Leverages Walgreens resources such as Walgreens Online Verification System to assist in documenting licensure status.
• 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.
• Seeks professional development by monitoring one’s own performance, solicits for constructive feedback, and leverages Healthcare Supervisor as mentor and coach.
• Communicates with 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.

Qualifications

• High School Diploma, GED, or equivalent.
• PTCB or ExCPT certification (except in Puerto Rico).
• One year of work experience as a pharmacy technician in a retail or hospital setting.
• Willingness to work flexible schedule, including evening and weekend hours.
• Willingness to obtain active immunization certification within 90 days of hire (except in Community Specialty Pharmacy and Health System Pharmacy locations).

Skills

• Communicator
• Compassionate
• Detail-oriented
• Trustworthy
• Problem Solver
• Responsible

Benefits

• Health, dental and vision
• Prescription coverage
• Retail Savings Plan (401(k))
• Employee discount
• Work & life resources
• Career development programs