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. 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.

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.
• 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

• Assists pharmacist in the 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, health screenings, and other health services allowed by law.
• Exercises independent judgment to delegate, direct, and assign 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 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.
• Drives new technology/process roll out, champions change and engages team around action planning.
• 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 conducts or participates in 3rd party audit.
• 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 making decisions and recommendations regarding discipline and termination.
• Follows constructive discipline policy to discipline, suspend, terminate or effectively recommend the same.
• Ensures pharmacy technicians are compliant with state and federal laws.
• Holds technician 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 among team members and supports 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 one's 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.