Pharmacy Operations Manager

Job Summary

Where state and federal laws/regulations allow, 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. Responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions. Under the supervision of a pharmacist, supervises 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.

Customer Experience

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. Enhances customer experience by increasing focus on healthcare services.

Operations

• Assist pharmacist in delivery of patient care including patient registration, prescription data entry, preparation of medications, 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 other health services allowed by law
• 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 government agencies
• Manage core pharmacy workflow and drive excellence in pharmacy operations
• Coordinate and organize pharmacy daily schedule of activities; recommend allocation of pharmacy hours
• Assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies
• Ensure compliance and execution of 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
• Responsible for recordkeeping and ensuring security safeguards are in-place
• Adhere to Good Faith Dispensing policy during prescription-dispensing activities
• Maintain and apply knowledge of Company asset protection techniques; support diversion monitoring
• Communicate prescription errors to the accountable pharmacist and adhere to Continuous Quality Improvement Program
• Ensure accurate processing of insurance claims to resolve customer issues and prevent payment rejections; follow up with insurance companies and medical providers; conduct or participate in 3rd party audit
• Assist Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality and customer service
• Manage Community Outreach Portal and coordinate assignment of pharmacists to off-site immunization clinics and community events
• Build and sustain relationships with retail partnerships

People & Performance Management

• Lead performance management of technicians including decisions and recommendations regarding discipline and termination
• Follow constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws
• Hold technicians accountable for attendance and timeliness
• Maintain and improve performance of pharmacy through team member engagement and action planning
• Accountable for technician hiring, on-boarding, training, and scheduling
• Monitor and hold pharmacy technicians accountable for timely training completion
• Follow established policies and procedures for scheduling and training
• Identify gaps in pharmacy operations knowledge among team members and support their training
• Assist Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations and certifications are active and in good standing
• Leverage Walgreens resources such as Walgreens Online Verification System to document licensure status
• 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

• Maintain PTCB certification through the designated PTCB training program and/or state required certification/registration
• Maintain and enhance current knowledge and skills related to pharmacy and healthcare
• Obtain necessary certifications, education credits and training such as LTMP e-modules as required by the Company
• Follow performance improvement plans offered by Pharmacy Manager
• Seek professional development by monitoring one's own performance, soliciting constructive feedback, and leveraging Healthcare Supervisor as mentor and coach

Communication

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