Pharmacy Operations Manager
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. 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 company policies, laws, regulations, and business ethics, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including decisions about discipline and termination. The position supports customer service, pharmacy workflow, patient care activities permitted by law, pharmacy inventory and administrative operations, compliance, claims processing, equipment and security safeguards, technology rollouts, and community outreach. It also manages technician hiring, onboarding, training, scheduling, and performance, and maintains required certification and pharmacy-related knowledge. The role communicates with pharmacy and store teams and participates in store and pharmacy meetings.
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 last performance evaluation.
Responsibilities
- Engage customers and patients, offer assistance, resolve complaints and requests, answer non-clinical questions, and model customer service best practices.
- Build customer relationships by anticipating needs and proactively offering services, with a 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 where allowed by law.
- Delegate, direct, and assign non-clinical pharmacy work; 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, organize the daily activity schedule, recommend allocation of pharmacy hours, and ensure the pharmacy is clean, orderly, and adequately stocked.
- Perform non-licensed business administrative and inventory management tasks under pharmacist direction, including annual inventory preparation.
- Complete non-clinical patient calls.
- Lead technology and process rollouts, champion change, engage the team in action planning, and 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 prescription-dispensing activities and help ensure its requirements are met.
- 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 procedures for pharmacy errors and the Continuous Quality Improvement Program.
- Ensure accurate insurance claim processing; follow up with insurance companies and medical providers; and conduct or participate in third-party audits.
- Support the Store Manager and Pharmacy Manager in analyzing and 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 relationships with retail partners.
- Lead technician performance management, including decisions and recommendations regarding discipline and termination; apply constructive discipline policies and address legal and policy compliance, attendance, and timeliness.
- Hire, onboard, train, and schedule technicians; monitor timely training completion and follow company scheduling and training policies.
- Identify gaps in team members’ pharmacy operations knowledge and support their training through hands-on instruction or learning modules.
- Assist the Pharmacy Manager in monitoring pharmacy and team member licenses, registrations, and certifications and documenting licensure status using company resources.
- Ensure selection, recruitment, record retention, and training procedures comply with company policy and applicable laws.
- 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 training.
- Follow performance improvement plans and pursue professional development by monitoring performance, seeking feedback, and using a Healthcare Supervisor as a mentor and coach.
- Communicate messages from the support center and key emails to the pharmacy team.
- Participate in key store and pharmacy meetings, including five-minute meetings and weekly check-ins with the Store Manager.
Benefits
- Benefits information is available at jobs.walgreens.com/benefits; specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
