Pharmacy Operations Manager

Job Summary

Accountable for performing day-to-day non-clinical pharmacy operations and administrative activities; ensures efficient pharmacy workflow and a positive patient experience. Serves as a full-time certified pharmacy technician and supervises pharmacy technicians and pharmacy cashiers under the supervision of a pharmacist.

Customer Experience

• Engages customers and patients by greeting them and offering assistance with products and services.
• Resolves customer complaints 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 needs and proactively offering services.
• Enhances customer experience by increasing focus on healthcare services.

Operations

• Assists pharmacist in delivery of patient care including patient registration, prescription data entry, preparation of medications, counting, and verifying where allowed by law.
• Completes patient and physician calls under pharmacist supervision.
• Assists with healthcare service offerings including administering vaccines and health screenings.
• Delegates, directs, and assigns non-clinical work in the pharmacy.
• Ensures tasks are completed on-time and holds others accountable for efficient workflow.
• Prepares and files reports and records required by the company and government agencies.
• Manages core pharmacy workflow and drives excellence in pharmacy operations.
• Coordinates and organizes pharmacy daily schedule of activities and recommends allocation of pharmacy hours.
• Assures the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Ensures compliance and execution of business administrative activities and pharmacy inventory management tasks.
• Manages annual inventory preparation.
• Accountable for completion of non-clinical patient calls.
• Drives new technology/process roll out and champions change.
• Assures proper operation and maintenance of pharmacy department equipment.
• Responsible for recordkeeping and ensuring security safeguards are in place.
• Adheres to Good Faith Dispensing policy during prescription-dispensing activities.
• Maintains and applies knowledge of Company asset protection techniques.
• Supports Pharmacy Manager with diversion monitoring.
• Communicates prescription errors to the accountable pharmacist and adheres to Continuous Quality Improvement Program.
• Ensures accurate processing of insurance claims to resolve customer issues and prevent payment rejections.
• Follows up with insurance companies and medical providers and participates in 3rd party audits.
• Assists Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manages Community Outreach Portal and coordinates assignment of pharmacists to off-site immunization clinics and community events.
• Builds and sustains relationships with retail partnerships.

People & Performance Management

• Leads performance management of technicians including discipline and termination recommendations.
• Follows constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws.
• Holds technicians 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.
• Identifies gaps in pharmacy operations knowledge and supports team members in their training.
• Assists Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations, and certifications are active and compliant.
• Ensures proper procedures are followed for selection, recruitment, record retention, and training.

Training & Personal Development

• 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.
• Follows performance improvement plans offered by Pharmacy Manager.
• Seeks professional development by monitoring own performance and soliciting constructive feedback.

Communication

• Communicates with pharmacy team, relaying messages from the support center or other key emails.
• Participates in key store/pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.

External Basic 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).
• Willingness to work flexible schedule, including evening and weekend hours.
• Willingness to obtain active immunization certification within 90 days of hire (except in Community Specialty Pharmacy and Health System Pharmacy locations).

Preferred Qualifications

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