Pharmacy Operations Manager

4 weeks ago

Euclid, Ohio, United States Walgreens Full time
Job Description:


As a Pharmacy Operations Manager at Walgreens, you will be accountable for performing day-to-day non-clinical pharmacy operations and administrative activities. Your primary goal will be to ensure efficient pharmacy workflow and a positive patient experience.


Key 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.
  • Responsible for the selection, scheduling, and development of pharmacy technician personnel.
  • Lead training, coaching, and performance management of pharmacy technicians.
  • Makes 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.
  • Model and share customer service best practices.
  • Develop strong relationships with customers by anticipating customer needs and proactively offering services to provide the best experience possible when using the pharmacy.
  • Enhance 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).
  • 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.
  • 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.
  • Prepare and file reports and records required by the company and various government agencies.
  • 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.
  • Exercise independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure.
  • 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 and understand their role in ensuring that the elements of Good Faith Dispensing are met.
  • Maintain and apply 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.
  • 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.
  • 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.

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