Pharmacy Operations Manager

Walgreens•Frankfort, KY

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 oversees pharmacy technicians and cashiers, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including decisions regarding discipline and termination. The position supports customer service, patient care, prescription processing, pharmacy inventory and administrative operations, regulatory compliance, insurance claim resolution, community outreach, and pharmacy technology and process changes. The manager collaborates with the Pharmacy Manager and Store Manager to improve pharmacy financials, operational quality, and customer service. The role also maintains required certification and skills, supports team training and performance, and communicates information to the pharmacy team.

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

Oversee day-to-day non-clinical pharmacy operations and administrative activities to ensure efficient workflow and a positive patient experience.
Serve as a full-time certified pharmacy technician and use pharmacy systems to obtain patient and drug information and process prescriptions.
Supervise pharmacy technicians and pharmacy cashiers within company policies, applicable laws and regulations, and business ethics.
Select, hire, onboard, schedule, train, coach, develop, and manage the performance of pharmacy technicians, including discipline and termination decisions or recommendations.
Engage customers and patients, resolve complaints, respond to requests, answer non-clinical questions, and model customer service best practices.
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 services, including vaccines and health screenings, under pharmacist supervision and where permitted by law.
Delegate, direct, and assign non-clinical pharmacy work; ensure tasks are completed on time and hold team members accountable for workflow.
Prepare and file company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
Coordinate the pharmacy's daily schedule and recommend allocation of pharmacy hours.
Maintain a clean, orderly, adequately stocked pharmacy and ensure proper operation and maintenance of department equipment.
Manage pharmacy workflow, inventory management tasks that do not require pharmacist licensure, and annual inventory preparation.
Complete non-clinical patient calls and drive technology and process rollouts, change adoption, and team action planning.
Collaborate with the Pharmacy Manager on recordkeeping and pharmacy security safeguards; support asset protection and diversion monitoring, and report security concerns.
Follow Good Faith Dispensing policies under pharmacist supervision; communicate prescription errors to the accountable pharmacist and follow error-reporting and Continuous Quality Improvement Program procedures.
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 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 and sustain relationships with retail partners.
Hold technicians accountable for attendance, timeliness, training completion, and compliance with applicable laws and regulations.
Identify pharmacy operations knowledge gaps and support team training through hands-on instruction or learning modules.
Assist the Pharmacy Manager in monitoring team member licenses, registrations, and certifications for active and compliant status, using resources such as the Walgreens Online Verification System.
Follow company and legal procedures for employee selection, recruitment, record retention, and training.
Maintain PTCB certification through the designated training program and/or state-required certification or registration, and obtain required certifications, education credits, and training.
Maintain and enhance pharmacy and healthcare knowledge and skills, follow performance improvement plans, monitor personal performance, seek feedback, and use the Healthcare Supervisor as a mentor and coach.
Communicate support center messages and key emails to the pharmacy team and participate in store and pharmacy meetings, including five-minute meetings and weekly Store Manager check-ins.