Pharmacy Operations Manager
4 weeks ago
- As a Pharmacy Operations Manager at Walgreens, you will be responsible for overseeing the day-to-day operations of the pharmacy, ensuring efficient workflow and a positive patient experience. You will serve as a full-time certified pharmacy technician and be accountable for performing non-clinical pharmacy operations and administrative activities.
- You will be responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions. Under the supervision of a pharmacist, you will supervise pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations, and business ethics.
- You will be responsible for the selection, scheduling, and development of pharmacy technician personnel. You will lead training, coaching, and performance management of pharmacy technicians, making decisions regarding performance management, including discipline and termination.
Customer Experience:
- You will engage customers and patients by greeting them and offering assistance with products and services. You will resolve customer complaints, help respond to customers' requests in a timely manner, and answer non-clinical questions to ensure a positive customer experience. You will model and share customer service best practices.
- You will develop strong relationships with customers by anticipating customer needs and proactively offering services to provide the best experience possible when using the pharmacy. You will enhance customer experience by increasing focus on healthcare services.
Operations:
- You will be responsible for assisting the 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). You will complete patient and physician calls under the supervision of a pharmacist (where allowed by law). You will assist with healthcare service offerings, including administering vaccines, health screenings, and any health services allowed by law.
- You will exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy, ensuring tasks are completed on-time and holding others accountable for efficient workflow.
- You will prepare and file reports and records required by the company and various government agencies at the direction of the Pharmacy Manager or pharmacist.
- You will manage core pharmacy workflow and drive excellence in pharmacy operations, coordinating and organizing pharmacy daily schedule of activities. You will recommend allocation of pharmacy hours and assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
- You will exercise independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure, managing annual inventory preparation.
- You will be accountable for completion of non-clinical patient calls.
- You will drive new technology/process roll out, champion change, and engage the team around action planning. You will assure proper operation and maintenance of pharmacy department equipment, collaborating with the Pharmacy Manager to ensure recordkeeping and security safeguards are in-place.
- You will strictly adhere to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understand your role in ensuring that the elements of Good Faith Dispensing are met.
- You will maintain and apply knowledge of Company asset protection techniques, supporting the Pharmacy Manager with diversion monitoring and reporting any concerns that would compromise the security of the pharmacy.
- You will 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.
- You will ensure the accurate processing of insurance claims to resolve customer issues and prevent payment rejections, following-up with insurance companies as well as medical providers and conducting or participating in 3rd party audit.
- You will assist and support the Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality, and customer service.
- You will manage the Community Outreach Portal and coordinate and assign pharmacists to off-site immunization clinics and community events, building and sustaining relationships with retail partnerships.
People & Performance Management:
- You will lead performance management of technicians, making decisions and recommendations regarding discipline and termination. You will follow constructive discipline policy to discipline, suspend, terminate, or effectively recommend the same. You will use constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws, holding them accountable for attendance and timeliness.
- You will be accountable for technician hiring, on-boarding, training, and scheduling, monitoring and holding pharmacy technicians accountable for timely training completion. You will follow established policies and procedures set by the company for scheduling and training.
- You will be 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.
- You will assist the 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, leveraging Walgreens resources such as the Walgreens Online Verification System to assist in documenting licensure status.
- You will ensure 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:
- You will maintain PTCB certification through the designated PTCB training program and/or state required certification/registration.
- You will maintain and enhance current knowledge and skills related to pharmacy and healthcare.
- You will obtain necessary certifications, education credits, and training such as LTMP e-modules as required by the Company, following performance improvement plans offered by the Pharmacy Manager.
- You will seek professional development by monitoring your own performance, soliciting constructive feedback, and leveraging the Healthcare Supervisor as mentor and coach.
Communication:
- You will communicate with the pharmacy team, relaying messages from the support center or other key emails as required.
- You will participate in key store/pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.
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