Pharmacy Operations Manager

Walgreens•Catonsville, MD

18d

About The Position

The Pharmacy Operations Manager is accountable for day-to-day non-clinical pharmacy operations and administrative activities, ensuring efficient workflow and a positive patient experience. This role serves as a full-time certified pharmacy technician and processes prescriptions using pharmacy systems to obtain patient and drug information. Under pharmacist supervision, the manager supervises pharmacy technicians and cashiers, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including discipline and termination decisions. The role assists pharmacists with patient care activities, including patient registration, prescription data entry, medication preparation, counting and verifying where permitted, and patient and physician calls. It supports healthcare services such as vaccines and health screenings under pharmacist supervision and where allowed by law. The manager coordinates daily pharmacy activities, supports workflow and inventory management, maintains pharmacy records and equipment, and helps ensure compliance with company policies and applicable laws and regulations. The position also supports customer service, insurance claim resolution, audits, asset protection, diversion monitoring, quality improvement, pharmacy financial and operational performance, and community outreach. It coordinates training and verifies that team members maintain required licenses, registrations, and certifications. The manager maintains their own PTCB certification and develops pharmacy and healthcare knowledge and skills.

Requirements

High school diploma, GED, or equivalent.
PTCB certification, except in Puerto Rico.
At least one year of work experience as a pharmacy technician in a retail or hospital setting.
Fluency in reading, writing, and speaking English, except in Puerto Rico.
Willingness to work a 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 or leadership experience.

Nice To Haves

Previous Walgreens work experience with an “Exceeding Expectation” rating on the most recent performance evaluation.

Responsibilities

Engage customers and patients, offer assistance, resolve complaints, respond to requests, answer non-clinical questions, and model customer-service best practices.
Build customer relationships by anticipating needs and proactively offering services; increase focus on healthcare services to enhance the customer experience.
Assist pharmacists with patient registration, prescription data entry, medication preparation, counting, and verification where allowed by law.
Complete patient and physician calls under pharmacist supervision where allowed by law.
Assist with healthcare services, including vaccines and health screenings, under pharmacist supervision and where allowed by law.
Delegate, direct, and assign non-clinical pharmacy work in accordance with company policies and applicable laws and regulations; ensure timely completion and efficient workflow.
Prepare and file company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
Manage core pharmacy workflow, coordinate the daily schedule, recommend allocation of pharmacy hours, and maintain a clean, orderly pharmacy stocked with adequate supplies.
Manage non-clinical administrative activities and pharmacy inventory tasks that do not require pharmacist licensure; manage annual inventory preparation.
Complete non-clinical patient calls.
Lead technology and process rollouts, champion change, and engage the team in action planning.
Ensure proper operation and maintenance of pharmacy equipment.
Collaborate with the Pharmacy Manager on recordkeeping and pharmacy security safeguards.
Follow Good Faith Dispensing policy during applicable dispensing activities under pharmacist supervision.
Apply company asset-protection techniques, support diversion monitoring, and report pharmacy security concerns to the Pharmacy Manager.
Communicate prescription errors to the accountable pharmacist and follow company policies for pharmacy errors and the Continuous Quality Improvement Program.
Ensure accurate insurance claim processing, resolve customer issues and payment rejections, follow up with insurers and medical providers, and conduct or participate in third-party audits.
Support the Store Manager and Pharmacy Manager in improving pharmacy financials, operational quality, and customer service.
Manage the Community Outreach Portal and, at the Pharmacy Manager’s direction, coordinate and assign pharmacists to off-site immunization clinics and community events.
Build and sustain relationships with retail partnerships.
Lead pharmacy technician performance management, including decisions and recommendations regarding discipline and termination; apply constructive discipline policies and ensure compliance with state and federal laws.
Hold technicians accountable for attendance, timeliness, training completion, and performance; use engagement and action planning to improve pharmacy performance.
Hire, onboard, train, and schedule technicians in accordance with company policies and established procedures.
Identify team members’ gaps in operational knowledge and support their training through hands-on instruction or learning modules.
Assist the Pharmacy Manager in monitoring that pharmacy and team-member licenses, registrations, and certifications are active, in good standing, and compliant with legal and regulatory requirements.
Follow required procedures for selection, recruitment, record retention, and training.
Maintain PTCB certification through the designated training program and/or required state certification or registration; obtain required certifications, education credits, and company training.
Maintain and enhance pharmacy and healthcare knowledge and skills, follow performance improvement plans, seek constructive feedback, monitor personal performance, and pursue professional development.
Communicate messages from the support center and key emails to the pharmacy team.
Participate in key store and pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.