Pharmacy Operations Manager

Walgreens•Buffalo, NY

23d

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 and pharmacy operations, including patient registration, prescription data entry, medication preparation, inventory management, insurance claims, recordkeeping, equipment maintenance, compliance, and customer service. It coordinates pharmacy schedules and community outreach activities, supports immunization clinics and community events, and works with store and pharmacy leadership to improve financial performance, operational quality, and customer service. The manager maintains required certification and develops pharmacy and healthcare knowledge, while communicating relevant information to the pharmacy team and participating in store and pharmacy meetings.

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

Responsibilities

Engage customers and patients, offer assistance, resolve complaints, respond to requests, answer non-clinical questions, and model customer service best practices.
Build customer relationships by anticipating needs and proactively offering services; support increased 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 service offerings, including vaccines, screenings, and other services allowed by law, under pharmacist supervision.
Delegate, direct, and assign non-clinical pharmacy work within applicable policies and laws; ensure tasks are completed on time and maintain efficient workflow.
Prepare and file company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
Manage pharmacy workflow and daily activity schedules, recommend allocation of pharmacy hours, and ensure the pharmacy is clean, orderly, and adequately stocked.
Manage non-clinical administrative activities and pharmacy inventory tasks; manage annual inventory preparation.
Complete non-clinical patient calls and support technology and process rollouts, change initiatives, 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 policies under pharmacist supervision and support compliance with dispensing requirements.
Apply asset protection practices, support diversion monitoring, and report pharmacy security concerns to the Pharmacy Manager.
Communicate prescription errors to the accountable pharmacist and follow company error-management and Continuous Quality Improvement Program procedures.
Process insurance claims accurately, 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 coordinate and, as directed by the Pharmacy Manager, assign pharmacists to off-site immunization clinics and community events.
Build and sustain relationships with retail partnerships.
Lead technician performance management, including discipline, suspension, termination, or effective recommendations for these actions; ensure compliance with company policy and applicable laws.
Hold technicians accountable for attendance, timeliness, and performance; support team engagement and action planning.
Hire, onboard, train, and schedule pharmacy technicians; monitor timely completion of training and follow company scheduling and training policies.
Identify pharmacy operations knowledge gaps 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; use Walgreens resources such as the Online Verification System to document licensure status.
Ensure compliant selection, recruitment, record retention, and training procedures.
Maintain PTCB certification through the designated training program and/or required state certification or registration.
Maintain and enhance pharmacy and healthcare knowledge and skills; complete required certifications, education credits, and training such as LTMP e-modules.
Follow performance improvement plans and pursue professional development by monitoring performance, seeking constructive feedback, and using the Healthcare Supervisor as a mentor and coach.
Communicate relevant support-center messages and emails to the pharmacy team and participate in key store and pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.