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 responds to requests in a timely manner.
• 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 where allowed by law.
• Delegates, directs, and assigns non-clinical work in the pharmacy.
• Prepares and files reports and records required by the company and government agencies.
• Manages core pharmacy workflow and coordinates daily schedule of activities.
• Recommends allocation of pharmacy hours and assures pharmacy is clean, neat, orderly, and stocked.
• Manages annual inventory preparation and 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 security safeguards in collaboration with Pharmacy Manager.
• Adheres to Good Faith Dispensing policy and maintains knowledge of asset protection techniques.
• Supports diversion monitoring and reports security concerns.
• Communicates prescription errors and adheres to Continuous Quality Improvement Program.
• Ensures accurate processing of insurance claims and follows up with insurance companies and medical providers.
• Assists Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manages Community Outreach Portal and coordinates 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 decisions.
• Follows constructive discipline policy to ensure compliance with state and federal laws.
• Holds technicians accountable for attendance and timeliness.
• Maintains and improves performance through team member engagement and action planning.
• Accountable for technician hiring, on-boarding, training, and scheduling.
• Monitors timely training completion and follows established scheduling and training policies.
• Identifies gaps in pharmacy operations knowledge and supports team member training.
• Assists Pharmacy Manager in monitoring licensures, registrations, and certifications.
• Ensures proper procedures for selection, recruitment, record retention, and training.

Training & Personal Development

• Maintains PTCB certification through designated training program and/or state required certification/registration.
• Maintains and enhances 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 and leverages Healthcare Supervisor as mentor and coach.

Communication

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