Pharmacy Operations Manager

Key Responsibilities:

As a Pharmacy Operations Manager at Walgreens, you will be accountable for overseeing the day-to-day non-clinical pharmacy operations, administrative activities, and ensuring efficient pharmacy workflow and a positive patient experience.

Key Accountabilities:

• 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.
• Responsible for the selection, scheduling, and development of 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.
• Responsible for assisting 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.
• Within the guidelines of authorized company policies, state, and federal laws, 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.
• At the direction of the Pharmacy Manager or pharmacist, 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.
• Assures the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Under the direction of the pharmacist, 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 roll out, champions change, and engages team around action planning.
• Assures 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 adheres to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understands their role in ensuring that the elements of Good Faith Dispensing are met.
• 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 audit.
• 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.
• Builds and sustains relationships with retail partnerships.
• 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.
• Accountable for technician hiring, on-boarding, training, and scheduling.
• Monitors and holds pharmacy technicians accountable for timely training completion.
• Follows 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.
• 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.
• 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.
• Seeks professional development by monitoring one's own performance, soliciting for constructive feedback, and leveraging 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.

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.

Preferred Qualifications:

• Previous people management/leadership experience.
• Previous work experience with Walgreens with an Exceeding Expectation on last performance evaluation.