Pharmacy Operations Manager
Walgreens
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. 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.
Job description
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. 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.
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 the supervision of a pharmacist
- Assists with healthcare service offerings including administering vaccines and health screenings
- 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 drives excellence in pharmacy operations
- Coordinates and organizes pharmacy daily schedule of activities
- Recommends allocation of pharmacy hours
- Assures the pharmacy is clean, neat, orderly, and stocked with adequate supplies
- Manages annual inventory preparation
- 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
- Maintains knowledge of Company asset protection techniques
- Supports Pharmacy Manager with diversion monitoring
- Communicates prescription errors to the accountable pharmacist
- Ensures accurate processing of insurance claims
- 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 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
- Identifies gaps in pharmacy operations knowledge and supports team 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 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
- Seeks professional development and leverages Healthcare Supervisor as mentor and coach
Communication
- Communicates with pharmacy team, relaying messages from the support center
- Participates in key store/pharmacy meetings and weekly check-ins with the Store Manager
Requirements
- 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)
- Previous people management/leadership experience (preferred)
- Previous work experience with Walgreens with an Exceeding Expectation on last performance evaluation (preferred)
Benefits
- Health Insurance
- Pharmacy Benefits
- Professional Development
- Training Programs
Company overview
Walgreens is one of the largest retail pharmacy chains in the United States and a key component of Walgreens Boots Alliance, Inc., a global leader in retail pharmacy, wholesale, and healthcare. Founded in 1901, Walgreens operates approximately 9,000 retail locations across all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands. The company provides comprehensive pharmacy services, prescription fulfillment, over-the-counter medications, health and wellness products, and personal care items. Beyond traditional retail pharmacy, Walgreens has expanded into healthcare services through its Healthcare Clinics, offering basic medical services, vaccinations, and health testing. The company plays a critical role in the U.S. healthcare system by providing accessible medication management, immunization services, and health consultations to millions of customers daily. Walgreens also operates specialty pharmacy services and has developed digital health platforms to enhance patient engagement and medication adherence.