Pharmacy Operations Manager

Walgreens•Livonia, MI

About The Position

The Pharmacy Operations Manager performs day-to-day non-clinical pharmacy operations and administrative activities, ensuring efficient workflow and a positive patient experience. This is a full-time certified pharmacy technician role. The manager operates pharmacy systems to obtain patient and drug information and process prescriptions, and supervises pharmacy technicians and cashiers under a pharmacist’s supervision and within company policies and applicable laws and regulations. The role includes selecting, scheduling, developing, training, coaching, and managing technician performance, including decisions about discipline and termination. The position supports patient care and pharmacy operations, including patient registration, prescription data entry, medication preparation, counting and verification where permitted by law, and non-clinical patient calls. It coordinates daily pharmacy activities, workflow, staffing recommendations, inventory tasks, reports, records, equipment maintenance, and operational process or technology rollouts. The manager also supports compliance, asset protection, diversion monitoring, insurance-claim resolution, audit participation, pharmacy financial and service improvements, and community outreach activities. The role leads technician hiring, onboarding, training, scheduling, attendance accountability, and performance improvement. It helps ensure team members’ licenses, registrations, and certifications remain current and compliant. The manager maintains required pharmacy technician certification and develops pharmacy and healthcare knowledge, skills, and qualifications. The position communicates information to the pharmacy team and participates in store and pharmacy meetings. Applicants must have a high school diploma, GED, or equivalent; PTCB certification except in Puerto Rico; and at least one year of pharmacy technician experience in a retail or hospital setting. English fluency is required except in Puerto Rico. The role requires a flexible schedule, including evenings and weekends, and 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 is also listed. Walgreens employment history with an “Exceeding Expectation” rating on the last performance evaluation is identified as a preferred qualification.

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.
Ability to maintain required PTCB certification and/or state-required certification or registration.
Previous people-management or leadership experience.

Nice To Haves

Previous Walgreens work experience with an “Exceeding Expectation” rating on the last 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 relationships with customers, anticipate their needs, and promote pharmacy healthcare services.
Assist the pharmacist 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 service offerings, including vaccines, health screenings, and other services permitted by law.
Delegate, direct, and assign non-clinical pharmacy work within authorized company policies and applicable laws; ensure timely task completion and efficient workflow.
Prepare and file company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
Manage pharmacy workflow and daily activities; recommend allocation of pharmacy hours; and maintain a clean, orderly pharmacy with adequate supplies.
Perform non-licensed administrative and inventory-management tasks under pharmacist direction, including annual inventory preparation.
Complete non-clinical patient calls and support rollout of new technology and processes, change management, and team action planning.
Ensure proper operation and maintenance of pharmacy equipment.
Work with the Pharmacy Manager on recordkeeping and security safeguards.
Follow Good Faith Dispensing policy during applicable prescription-dispensing activities under pharmacist supervision.
Apply asset-protection techniques, support diversion monitoring, and report security concerns to the Pharmacy Manager.
Communicate prescription errors to the accountable pharmacist and follow company error-reporting 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.
Support the Store Manager and Pharmacy Manager in improving pharmacy financials, operational quality, and customer service.
Manage the Community Outreach Portal and coordinate and assign pharmacists to off-site immunization clinics and community events at the Pharmacy Manager’s direction.
Build and maintain relationships with retail partners.
Lead technician performance management, including decisions or recommendations on discipline, suspension, and termination; enforce attendance, timeliness, and compliance with applicable laws.
Engage the pharmacy team and use action planning to maintain and improve performance.
Hire, onboard, train, and schedule pharmacy technicians; monitor completion of required training and identify and address knowledge gaps.
Follow company scheduling, training, recruitment, selection, and record-retention policies and applicable legal requirements.
Assist the Pharmacy Manager in monitoring team and pharmacy licenses, registrations, and certifications for active status and compliance.
Maintain PTCB certification through the designated training program and/or state-required certification or registration.
Maintain and enhance pharmacy and healthcare knowledge and skills; complete required certifications, education credits, and company training.
Follow performance improvement plans and seek professional development and constructive feedback, using the Healthcare Supervisor as a mentor and coach.
Communicate support-center messages and other key emails to the pharmacy team and participate in store and pharmacy meetings, including five-minute meetings and weekly Store Manager check-ins.