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Pharmacy Operations Manager

2 months ago

Topeka, Kansas, United States Walgreens Full time

Job Summary:

The Pharmacy Operations Manager is responsible for overseeing the day-to-day operations of the pharmacy, ensuring efficient workflow and a positive patient experience. This role requires strong leadership and communication skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities:

  • Oversee the selection, scheduling, and development of pharmacy technician personnel.
  • 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 and help respond to customers' requests in a timely manner.
  • Develop strong relationships with customers by anticipating their needs and proactively offering services.
  • Assist pharmacists in the delivery of patient care, including patient registration, prescription data entry, and preparation of medications for patients.
  • Complete patient and physician calls under the supervision of a pharmacist.
  • Exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy.
  • Ensure tasks are completed on-time and hold others accountable for efficient workflow.
  • Manage core pharmacy workflow and drive excellence in pharmacy operations.
  • Coordinate and organize pharmacy daily schedule of activities.
  • Recommends allocation of pharmacy hours.
  • Assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
  • Under the direction of the pharmacist, exercise independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks.
  • 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.
  • In collaboration with Pharmacy Manager, responsible for recordkeeping and ensuring security safeguards are in-place.
  • Under supervision of the pharmacist, strictly adhere to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities.
  • Maintain and apply knowledge of Company asset protection techniques.
  • Support Pharmacy Manager with diversion monitoring and reports any concerns that would compromise the security of the pharmacy.
  • 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 conducts or participates 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 coordinates and, at the direction of the Pharmacy Manager, assigns pharmacists to off-site immunization clinics and community events.
  • Build and sustain relationships with retail partnerships.
  • 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.
  • Support 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.
  • Leverage Walgreens resources such as Walgreens Online Verification System to assist in documenting licensure status.
  • Ensure proper procedures are followed for selection, recruitment, record retention, and training as required by Company policy and local, state, and federal laws.
  • 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 for constructive feedback, and leveraging Healthcare Supervisor as mentor and coach.
  • 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.

Requirements:

  • High School Diploma, GED, or equivalent.
  • PTCB or ExCPT certification (except in Puerto Rico).
  • Has 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.