Pharmacy Operations Manager
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, laws, regulations, and business ethics, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including decisions regarding discipline and termination. The role supports patient care and pharmacy operations, including patient registration, prescription data entry, medication preparation, counting and verification where legally permitted, patient and physician calls, insurance claim resolution, inventory management, records, reporting, equipment maintenance, security safeguards, and quality-improvement practices. It coordinates daily workflow and schedules, supports healthcare services and community outreach, and works with the Pharmacy Manager and Store Manager to improve financial results, operational quality, and customer service. The manager engages customers, resolves non-clinical concerns, and promotes a positive pharmacy experience. They hire, onboard, train, schedule, and hold technicians accountable, ensure required training and credentials are maintained, communicate information to the pharmacy team, and participate in store and pharmacy meetings. The position requires a high school diploma or equivalent, PTCB certification except in Puerto Rico, and at least one year of pharmacy technician experience in a retail or hospital setting. Candidates must be fluent in English except in Puerto Rico, be willing to work flexible schedules including evenings and weekends, and obtain active immunization certification within 90 days of hire except at specified locations.
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.
- Maintain required PTCB certification and/or state certification or registration, and complete company-required certifications, education credits, and training.
Nice To Haves
- Previous people management or leadership experience.
- Previous Walgreens work experience with an Exceeding Expectation rating on the last performance evaluation.
Responsibilities
- Engage customers and patients, offer assistance, resolve complaints and requests, answer non-clinical questions, and model customer service best practices.
- Build customer relationships by anticipating needs and proactively offering pharmacy services.
- 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 service offerings, including vaccines, screenings, and other services allowed by law, under pharmacist supervision.
- Delegate, direct, and assign non-clinical pharmacy work; ensure tasks are completed on time and hold team members accountable for 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, coordinate daily schedules, recommend allocation of pharmacy hours, and maintain a clean, orderly, adequately stocked pharmacy.
- Ensure execution of non-clinical administrative activities and pharmacy inventory management tasks; manage annual inventory preparation.
- Complete non-clinical patient calls.
- Drive rollout of new technology and processes, champion change, and engage the team in action planning.
- Ensure proper operation and maintenance of pharmacy equipment and, with the Pharmacy Manager, maintain records and security safeguards.
- Follow Good Faith Dispensing policy and support compliance with its requirements during applicable prescription-dispensing activities.
- Apply asset-protection techniques, support diversion monitoring, and report security concerns to the Pharmacy Manager.
- Communicate prescription errors to the accountable pharmacist and follow company policies for pharmacy errors and the Continuous Quality Improvement Program.
- 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, at the Pharmacy Manager's direction, pharmacist assignments to off-site immunization clinics and community events; build retail partnerships.
- Lead technician performance management, including decisions and recommendations about discipline and termination; address compliance, attendance, and timeliness.
- Hire, onboard, train, and schedule technicians; monitor timely training completion and follow company policies for scheduling and training.
- 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 document licensure status using company resources.
- 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 company training.
- Follow performance improvement plans and pursue professional development by monitoring performance, seeking constructive feedback, and using a Healthcare Supervisor as mentor and coach.
- Communicate support-center messages and key emails to the pharmacy team.
- Participate in pharmacy and store meetings, including five-minute meetings and weekly check-ins with the Store Manager.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
