Pharmacy Operations Manager

Walgreens•Los Gatos, CA

24d

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 within company policies, applicable laws and regulations, and business ethics. The manager is responsible for technician selection, scheduling, development, training, coaching, and performance management, including decisions regarding discipline and termination. The role supports customer service and patient care, including prescription processing and preparation, non-clinical patient calls, healthcare service offerings where allowed by law, and resolution of customer issues. It manages pharmacy workflow, schedules, supplies, equipment, inventory-related tasks, records, insurance claims, and operational processes. The position also supports compliance, security, quality improvement, community outreach, team training, and communication with pharmacy and store staff.

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.
Fluent in reading, writing, and speaking English, except in Puerto Rico.
Willingness to work a flexible schedule, including evenings and weekends.
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.
Previous Walgreens work experience with an Exceeding Expectation rating on the last performance evaluation.

Responsibilities

Greet and assist customers and patients; resolve complaints and 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 to enhance the customer experience.
Assist pharmacists with patient registration, prescription data entry, medication preparation, counting, and verifying 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 company policies and applicable laws; ensure timely completion and efficient workflow.
Prepare and file reports and records required by the company and government agencies at the direction of the Pharmacy Manager or pharmacist.
Manage pharmacy workflow and coordinate the daily schedule; recommend allocation of pharmacy hours.
Maintain a clean, orderly, and adequately stocked pharmacy.
Perform non-licensed administrative and inventory management tasks under pharmacist direction, including annual inventory preparation.
Complete non-clinical patient calls and support technology and process rollouts and team action planning.
Ensure proper operation and maintenance of pharmacy equipment.
Work with the Pharmacy Manager on recordkeeping and pharmacy security safeguards.
Follow Good Faith Dispensing policy during applicable prescription-dispensing activities and support compliance with its requirements.
Apply asset-protection practices, support diversion monitoring, and report security concerns to the Pharmacy Manager.
Communicate prescription errors to the accountable pharmacist and follow company policies and procedures for errors and the Continuous Quality Improvement Program.
Process insurance claims accurately; 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, as directed by the Pharmacy Manager, coordinate pharmacist assignments to off-site immunization clinics and community events.
Build and sustain relationships with retail partnerships.
Lead technician performance management, including discipline and termination decisions or recommendations, and ensure compliance with constructive discipline policy and applicable laws.
Hold technicians accountable for attendance, timeliness, performance, and completion of required training.
Hire, onboard, train, and schedule pharmacy technicians in accordance with company policies and applicable laws.
Identify gaps in team members’ operational knowledge and provide or arrange hands-on training and learning modules.
Assist the Pharmacy Manager in monitoring pharmacy and team member licenses, registrations, and certifications for active status and compliance.
Follow required procedures for selection, recruitment, record retention, and training.
Maintain PTCB certification through the designated training program and/or state-required certification or registration.
Maintain and enhance pharmacy and healthcare knowledge and skills; obtain required certifications, education credits, and training, including LTMP e-modules as required.
Follow performance improvement plans and pursue professional development through self-monitoring, feedback, and mentorship from the Healthcare Supervisor.
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 check-ins with the Store Manager.