Pharmacy Operations Manager

Walgreens•Madison, WI

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 disciplinary and termination decisions. The position supports customer service, pharmacy workflow, patient-care activities permitted by law, inventory and administrative processes, compliance, equipment maintenance, insurance claim resolution, community outreach, and pharmacy financial and operational performance. It works with the Pharmacy Manager, pharmacists, Store Manager, pharmacy team, and retail partners. The manager maintains required certification and develops pharmacy and healthcare knowledge while communicating relevant information and participating 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.
Previous people-management or leadership experience.

Nice To Haves

Previous Walgreens work experience with an Exceeding Expectation rating on the most recent performance evaluation.

Responsibilities

Engage customers and patients, offer assistance, resolve complaints and requests, answer non-clinical questions, and model customer-service practices.
Build customer relationships by anticipating needs, proactively offering services, and increasing focus on healthcare services.
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, screenings, and other services allowed by law, under pharmacist supervision.
Delegate, direct, and assign non-clinical pharmacy work within 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, organize daily activities, recommend pharmacy-hour allocation, and maintain a clean, orderly, adequately stocked pharmacy.
Perform non-licensed administrative and inventory-management tasks under pharmacist direction, including annual inventory preparation.
Complete non-clinical patient calls and lead 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 pharmacy security safeguards.
Follow Good Faith Dispensing policy during applicable prescription-dispensing activities and communicate prescription errors to the accountable pharmacist; comply with error-reporting and Continuous Quality Improvement Program policies.
Apply asset-protection practices, support diversion monitoring, and report pharmacy security concerns to the Pharmacy Manager.
Ensure accurate insurance claim processing, 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 maintain relationships with retail partners.
Lead technician performance management, including discipline and termination decisions or recommendations, and enforce attendance, timeliness, and compliance expectations.
Hire, onboard, train, schedule, and develop pharmacy technicians; monitor completion of required training and identify and address knowledge gaps.
Follow company scheduling, training, constructive discipline, recruitment, selection, and record-retention policies and applicable laws.
Assist the Pharmacy Manager in monitoring pharmacy and team-member licenses, registrations, and certifications, using resources such as the Walgreens Online Verification System as appropriate.
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, seek constructive feedback, and pursue professional development with support from the Healthcare Supervisor.
Communicate support-center messages and key emails to the pharmacy team and participate in pharmacy/store meetings, including 5-minute meetings and weekly Store Manager check-ins.