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, responds to requests in a timely manner, and answers non-clinical questions to ensure a positive customer experience. Models and shares customer service best practices and develops strong relationships with customers by anticipating needs and proactively offering 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 pharmacist supervision
• Assist with healthcare service offerings including administering vaccines and health screenings where allowed by law
• Delegate, direct, and assign non-clinical work in the pharmacy 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 coordinate daily schedule of activities
• Recommend allocation of pharmacy hours and ensure pharmacy is clean, neat, orderly, and stocked
• Manage annual inventory preparation and non-clinical patient calls
• Drive new technology/process roll out and engage team around action planning
• Ensure proper operation and maintenance of pharmacy department equipment
• Maintain recordkeeping and security safeguards in collaboration with Pharmacy Manager
• Adhere to Good Faith Dispensing policy and maintain knowledge of asset protection techniques
• Support diversion monitoring and report security concerns to Pharmacy Manager
• Communicate prescription errors and adhere to Continuous Quality Improvement Program
• Ensure accurate processing of insurance claims and follow up with insurance companies and medical providers
• Assist Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service
• Manage Community Outreach Portal and coordinate pharmacist assignments to off-site immunization clinics and community events
• Build and sustain relationships with retail partnerships

People & Performance Management

• Lead performance management of technicians including discipline and termination decisions and recommendations
• Follow constructive discipline policy to ensure compliance with state and federal laws
• Hold technicians accountable for attendance and timeliness
• Maintain and improve pharmacy performance 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
• Identify gaps in pharmacy operations knowledge and support team member training
• Assist Pharmacy Manager in monitoring licensure, registration, and certification compliance
• Ensure 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 such as LTMP e-modules as required by the Company. Follows performance improvement plans offered by Pharmacy Manager and seeks professional development through feedback and mentorship.

Communication

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