Pharmacy Operations Manager

About the role

Accountable for performing day-to-day non-clinical pharmacy operations, 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.
• Supervise pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations, and business ethics.
• Lead training, coaching, and performance management of pharmacy technicians.
• Make decisions regarding performance management including discipline and termination.
• Engage customers and patients by greeting them and offering assistance with products and services.
• Resolve customer complaints, help respond to customers’ requests in a timely manner, and answer non-clinical questions to ensure a positive customer experience.
• Develop strong relationships with customers by anticipating customer needs and proactively offering services to provide the best experience possible when using the pharmacy.
• Assist 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).
• Complete patient and physician calls under the supervision of a pharmacist (where allowed by law).
• Assist with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law.
• Manage core pharmacy workflow and drive excellence in pharmacy operations.
• Coordinate and organize pharmacy daily schedule of activities.
• Recommend allocation of pharmacy hours.
• Assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Manage annual inventory preparation.
• Accountable for completion of non-clinical patient calls.
• Drive new technology/process roll out, champion change, and engage team around action planning.
• Assure proper operation and maintenance of pharmacy department equipment.
• Maintain and apply knowledge of Company asset protection techniques.
• Support Pharmacy Manager with diversion monitoring and report any concerns that would compromise the security of the pharmacy to the Pharmacy Manager.
• Communicate prescription errors to the accountable pharmacist and adhere to Company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program.
• Ensure the accurate processing of insurance claims to resolve customer issues and prevent payment rejections.
• Follow-up with insurance companies as well as medical providers and conduct or participate in 3rd party audit.
• Assist and support Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality, and customer service.
• Manage Community Outreach Portal and coordinate and, at the direction of the Pharmacy Manager, assign pharmacists 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.
• Follow constructive discipline policy to discipline, suspend, terminate, or effectively recommend the same.
• Use constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws.
• Hold technician accountable for attendance and timeliness.
• Maintain and improve performance of pharmacy 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 set by the company for scheduling and training.
• Accountable for identifying gaps in pharmacy operations knowledge among team members and supporting those team members in their training, either through hands-on training or assignment of learning modules.
• Assist 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.

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 such as LTMP e-modules as required by the Company.
• Follow performance improvement plans offered by Pharmacy Manager.
• Seek professional development by monitoring one’s own performance, soliciting constructive feedback, and leveraging Healthcare Supervisor as mentor and coach.

Communication

• Communicate with 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.
• Must be fluent in reading, writing, and speaking English (except in Puerto Rico).
• Requires willingness to work 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 that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience, and other relevant factors.