Pharmacy Operations Manager
About The Position
The Pharmacy Operations Manager performs day-to-day non-clinical pharmacy operations and administrative activities to support efficient workflow and a positive patient experience. The role also serves as a full-time certified pharmacy technician, operating pharmacy systems to obtain patient and drug information and process prescriptions. Under pharmacist supervision, the manager supervises pharmacy technicians and cashiers within applicable company policies, laws, regulations, and business ethics, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including disciplinary and termination decisions. The position supports patient care and pharmacy operations, including patient registration, prescription data entry, medication preparation, counting and verification where legally permitted, and non-clinical patient and physician calls. It coordinates daily pharmacy activities, workflow, staffing recommendations, inventory, records, equipment, and compliance. The manager also supports customer service, insurance-claim resolution, financial and operational performance, community outreach, technology and process rollouts, and team development. The role works under the supervision or direction of pharmacists and collaborates with the Pharmacy Manager and Store Manager as described in the posting.
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.
- 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.
- Maintain PTCB certification through the designated training program and/or state-required certification or registration.
- Obtain required company certifications, education credits, and training.
Nice To Haves
- Previous people-management or leadership experience.
- Previous Walgreens work experience with an Exceeding Expectation rating on the most recent performance evaluation.
Responsibilities
- Engage customers and patients, provide assistance, resolve complaints and requests, answer non-clinical questions, and model customer-service best practices.
- Build customer relationships by anticipating needs and proactively offering pharmacy services, with increased focus on healthcare services.
- Assist pharmacists with patient registration, prescription data entry, medication preparation, counting, and verification where permitted by law.
- Complete patient and physician calls under pharmacist supervision where permitted by law.
- Assist with healthcare service offerings, including vaccines, health screenings, and other services permitted by law, under pharmacist supervision.
- Delegate, direct, and assign non-clinical pharmacy work; ensure tasks are completed on time and maintain efficient workflow.
- Prepare and file company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
- Manage pharmacy workflow, coordinate daily schedules, recommend allocation of pharmacy hours, and ensure the pharmacy is clean, orderly, and adequately stocked.
- Perform non-licensed administrative and inventory-management tasks under pharmacist direction, including annual inventory preparation.
- Complete non-clinical patient calls.
- Drive 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 security safeguards.
- Follow the company’s Good Faith Dispensing policy during applicable prescription-dispensing activities.
- Apply 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 error-handling and Continuous Quality Improvement Program procedures.
- Process insurance claims accurately, resolve customer issues and payment rejections, follow up with insurers and medical providers, and conduct or participate in third-party audits.
- Assist the Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
- Manage the Community Outreach Portal and coordinate, at the Pharmacy Manager’s direction, pharmacist assignments for off-site immunization clinics and community events; build and sustain retail partnerships.
- Lead technician performance management, including decisions and recommendations regarding discipline and termination; apply constructive discipline and support compliance with laws and company policy.
- Hold technicians accountable for attendance, timeliness, and performance, and improve pharmacy performance through team engagement and action planning.
- Manage technician hiring, onboarding, training, and scheduling; monitor timely training completion and follow company policies and procedures.
- Identify pharmacy-operations knowledge gaps and support team-member training through hands-on instruction or assigned learning modules.
- Assist the Pharmacy Manager in monitoring team and pharmacy licenses, registrations, and certifications for active and compliant status, using resources such as the Walgreens Online Verification System.
- Ensure selection, recruitment, record retention, and training procedures follow company policy and local, state, and federal laws.
- Maintain PTCB certification through the designated training program and/or maintain state-required certification or registration.
- Maintain and enhance pharmacy and healthcare knowledge and skills; obtain required certifications, education credits, and company training, and follow performance-improvement plans.
- Pursue professional development by monitoring personal performance, seeking constructive feedback, and using the Healthcare Supervisor as a mentor and coach.
- Communicate with the pharmacy team and relay required messages from the support center and key emails.
- Participate in key store and pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
