Pharmacy Operations Manager

Walgreens•Billings, MT

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 position is responsible for technician selection, scheduling, development, training, coaching, and performance management, including discipline and termination decisions. The role supports customer service, prescription processing, patient care activities, insurance claim resolution, pharmacy inventory and administrative work, compliance, equipment upkeep, recordkeeping, and pharmacy financial and operational quality. It coordinates daily pharmacy activities and community outreach, supports immunization clinics and events, and helps implement new technologies and processes. The manager also maintains required certification and develops pharmacy and healthcare knowledge while communicating with 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.
For applicants with previous Walgreens employment, an Exceeding Expectation rating on the last performance evaluation.

Responsibilities

Engage customers and patients, offer assistance, resolve complaints, respond to requests, and model customer-service best practices.
Build customer relationships by anticipating needs and proactively offering services; increase focus on healthcare services.
Assist pharmacists with patient registration, prescription data entry, medication preparation, counting, and verifying where permitted by law.
Complete patient and physician calls under pharmacist supervision where permitted by law.
Assist with healthcare service offerings, including vaccines and health screenings, under pharmacist supervision and as allowed by law.
Delegate, direct, and assign non-clinical pharmacy work within company policies and applicable laws; ensure tasks are completed on time and workflow is efficient.
Prepare and file company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
Manage pharmacy workflow, coordinate daily schedules, recommend allocation of pharmacy hours, and maintain a clean, orderly pharmacy with adequate supplies.
Manage non-clinical administrative and inventory activities, including annual inventory preparation.
Complete non-clinical patient calls and support technology and process rollouts, change management, and team action planning.
Ensure pharmacy equipment is properly operated and maintained.
Collaborate with the Pharmacy Manager on recordkeeping and security safeguards; apply asset-protection practices, support diversion monitoring, and report security concerns.
Follow Good Faith Dispensing policy under pharmacist supervision; communicate prescription errors to the accountable pharmacist and follow error and Continuous Quality Improvement Program procedures.
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, at the Pharmacy Manager’s direction, coordinate and assign pharmacists to off-site immunization clinics and community events.
Build and sustain relationships with retail partnerships.
Lead technician performance management, including decisions and recommendations regarding discipline and termination; apply constructive discipline policies and ensure compliance with applicable laws.
Hold technicians accountable for attendance, timeliness, training completion, and performance; support team engagement and action planning.
Manage technician hiring, onboarding, training, and scheduling in accordance with company policies and applicable laws.
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, and use company resources to document status.
Maintain PTCB certification through the designated program and/or maintain state-required certification or registration.
Maintain and enhance pharmacy and healthcare knowledge; complete required certifications, education credits, and training.
Follow performance improvement plans, monitor personal performance, seek constructive feedback, and pursue professional development with a Healthcare Supervisor as mentor and coach.
Communicate messages from the support center and key emails to the pharmacy team; participate in store and pharmacy meetings, including five-minute meetings and weekly Store Manager check-ins.