Pharmacy Operations Manager

Responsibilities

• Ensures efficient pharmacy workflow and a positive patient experience.
• Serves as a full-time certified pharmacy technician.
• Operates pharmacy systems to obtain patient and drug information and process prescriptions.
• 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.
• Trains, coaches, and manages performance 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.
• 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 delivering 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).
• Prepares, and files reports and records required by the company and various government agencies.
• Manages core pharmacy workflow and drives excellence in pharmacy operations.
• Coordinates and organizes 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 delegate, direct, and assign non-clinical work in the pharmacy.
• Holds others accountable for efficient workflow.
• Manages annual inventory preparation.
• Drives new technology/process roll out, champions change and engages team around action planning.
• Manages proper operation and maintenance of pharmacy department equipment.
• Maintains and applies knowledge of Company asset protection techniques.
• Supports Pharmacy Manager with diversion monitoring and reports any concerns that would compromise the security of the pharmacy to the Pharmacy Manager.
• 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.
• 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 and coordinates and, at the direction of the Pharmacy Manager, assigns pharmacists to off-site immunization clinics and community events.
• Buils 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 discipline, suspend, terminate or effectively recommend the same.
• Uses constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws.
• Holds technician accountable for attendance and timeliness.
• Maintains and improves performance of pharmacy through team member engagement and action planning.
• Identifies gaps in pharmacy operations knowledge among team members and supports those team members in their training, either through hands-on training or assignment of learning modules.
• Assists Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations and certifications are active and in good standing/ compliant with all regulatory and legal requirements.
• Leverages Walgreens resources such as Walgreens Online Verification System to assist in documenting 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 Pharmacy Manager.
• Solicits for constructive feedback and leverages Healthcare Supervisor as mentor and coach for professional development.