Pharmacy Operations Manager

Walgreens•Royal Oak, MI

10d

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. The role also serves as a full-time certified pharmacy technician, processing prescriptions and obtaining patient and drug information through pharmacy systems. Under pharmacist supervision, the manager oversees pharmacy technicians and cashiers within company policies and applicable laws and regulations, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including discipline and termination decisions. The position supports patient care by assisting with registration, prescription data entry, medication preparation, counting, and verification where permitted by law. It manages pharmacy workflow, schedules and supplies; supports inventory, records, equipment, insurance claims, audit activities, and compliance; and coordinates community outreach and off-site immunization events. The manager also supports customer service, team engagement, training, technology and process rollouts, and pharmacy operational and financial improvement, while working under the direction or supervision of the Pharmacy Manager or pharmacist as applicable.

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.

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, 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.
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 as permitted by law.
Delegate, direct, and assign non-clinical pharmacy work within authorized policies and applicable laws; 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, adequately stocked pharmacy.
Perform non-licensure-required administrative and inventory management tasks under pharmacist direction, including annual inventory preparation.
Complete non-clinical patient calls and drive technology and process rollouts, change adoption, and team action planning.
Ensure proper operation and maintenance of pharmacy equipment.
Collaborate with the Pharmacy Manager on recordkeeping and security safeguards; apply asset-protection techniques and support diversion monitoring, reporting security concerns to the Pharmacy Manager.
Follow Good Faith Dispensing policy, communicate prescription errors to the accountable pharmacist, and follow pharmacy error 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, 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 concerning discipline and termination; apply constructive discipline policies and ensure compliance with laws and policies.
Hold technicians accountable for attendance, timeliness, and performance; improve pharmacy performance through team engagement and action planning.
Manage technician hiring, onboarding, training, and scheduling; monitor timely completion of training and follow company scheduling and training procedures.
Identify gaps in team members’ pharmacy operations knowledge and support training through hands-on instruction or learning modules.
Assist the Pharmacy Manager in monitoring active, compliant pharmacy and team-member licenses, registrations, and certifications, using resources such as the Walgreens Online Verification System.
Follow company and legal requirements for selection, recruitment, record retention, and training.
Maintain PTCB certification through the designated training program and/or state-required certification or registration; obtain required certifications, education credits, and training.
Maintain and enhance pharmacy and healthcare knowledge and skills, follow performance improvement plans, and seek professional development and constructive feedback.
Communicate messages from the support center and key emails to the pharmacy team; participate in pharmacy and store meetings, including 5-minute meetings and weekly Store Manager check-ins.