Pharmacy Operations Manager

Walgreens•Utica, NY

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 patient care through tasks such as patient registration, prescription data entry, medication preparation, counting and verification where legally permitted, patient and physician calls, and assistance with healthcare services where allowed by law. The manager coordinates pharmacy schedules, workflow, supplies, inventory preparation, reporting, equipment maintenance, and administrative compliance. They support insurance claims and third-party audits, pharmacy financial and service improvement, community outreach, and off-site immunization events. The role also promotes security, asset protection, Good Faith Dispensing, error reporting, and the Continuous Quality Improvement Program. The manager hires, onboards, trains, schedules, and holds technicians accountable; monitors training and licensure compliance; and communicates with pharmacy and store teams. They maintain PTCB certification and relevant knowledge, complete required training and certifications, and pursue professional development. A high school diploma, GED, or equivalent, PTCB certification (except in Puerto Rico), and one year of pharmacy technician experience in a retail or hospital setting are required. The role requires English fluency (except in Puerto Rico) and willingness to work a flexible schedule, including evenings and weekends, and to obtain active immunization certification within 90 days of hire where applicable. Previous people-management or leadership experience and prior Walgreens experience with an Exceeding Expectation rating on the last performance evaluation are also specified.

Requirements

High school diploma, GED, or equivalent.
PTCB certification, except in Puerto Rico.
At least one year of 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.
Ability to maintain PTCB certification through the designated training program and/or state-required certification or registration.
Previous people-management or leadership experience.
Previous Walgreens work experience with an Exceeding Expectation rating on the last performance evaluation.

Responsibilities

Perform day-to-day non-clinical pharmacy operations and administrative activities while supporting efficient workflow and a positive patient experience.
Serve as a certified pharmacy technician and operate pharmacy systems to obtain patient and drug information and process prescriptions.
Supervise pharmacy technicians and pharmacy cashiers under pharmacist supervision and within applicable policies and laws.
Select, hire, onboard, schedule, train, coach, develop, and manage the performance of pharmacy technicians, including disciplinary 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 allowed by law, and patient and physician calls under pharmacist supervision.
Assist with healthcare services, including vaccines and health screenings, where permitted by law and under pharmacist supervision.
Delegate and assign non-clinical pharmacy work, ensure timely completion, and hold team members accountable for efficient workflow.
Prepare and file company and government reports and records as directed by the Pharmacy Manager or pharmacist.
Manage pharmacy workflow, coordinate daily activities and schedules, recommend allocation of pharmacy hours, and maintain a clean, orderly, stocked pharmacy.
Support non-licensed administrative and inventory-management activities, including annual inventory preparation.
Complete non-clinical patient calls and support new technology and process rollouts, change initiatives, and team action planning.
Ensure pharmacy equipment is properly operated and maintained, and collaborate on recordkeeping and security safeguards.
Follow Good Faith Dispensing policy, asset protection practices, diversion monitoring procedures, and pharmacy error and Continuous Quality Improvement policies; communicate prescription errors and security concerns to the appropriate manager or pharmacist.
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 improving pharmacy financials, operational quality, and customer service.
Manage the Community Outreach Portal and coordinate or assign pharmacists to off-site immunization clinics and community events as directed.
Build and maintain relationships with retail partners.
Monitor technician attendance, timeliness, training completion, performance, and compliance with applicable laws and company procedures.
Assist the Pharmacy Manager in monitoring pharmacy and team-member licenses, registrations, and certifications, including use of Walgreens Online Verification System.
Follow company and legal requirements for selection, recruitment, record retention, and training.
Maintain PTCB certification and current pharmacy and healthcare knowledge; complete required certifications, education credits, and training.
Follow performance improvement plans and seek feedback and professional development.
Communicate relevant support-center messages and emails to the pharmacy team and participate in store and pharmacy meetings, including five-minute meetings and weekly Store Manager check-ins.