Pharmacy Operations Manager

Walgreens•Wauwatosa, WI

1d•Onsite

About The Position

The Pharmacy Operations Manager is accountable for performing day-to-day non-clinical pharmacy operations and administrative activities, ensuring efficient pharmacy workflow and a positive patient experience. This role serves as a full-time certified pharmacy technician, responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions. Under the supervision of a pharmacist, the manager supervises pharmacy technicians and pharmacy cashiers, overseeing their selection, scheduling, development, training, coaching, and performance management, including decisions regarding discipline and termination. The position involves engaging customers, resolving complaints, and enhancing the customer experience by focusing on healthcare services. The manager assists pharmacists in patient care delivery, including patient registration, prescription data entry, medication preparation, and patient/physician calls. They also support healthcare service offerings like administering vaccines and health screenings. Key operational responsibilities include delegating non-clinical work, ensuring timely task completion, managing core pharmacy workflow, coordinating daily schedules, recommending hour allocation, and maintaining pharmacy cleanliness and stock. The manager handles business administrative activities, inventory management, annual inventory preparation, non-clinical patient calls, and drives new technology/process rollouts. They are responsible for recordkeeping, security safeguards, adherence to Good Faith Dispensing policy, asset protection, and reporting prescription errors. Additionally, the role involves ensuring accurate insurance claim processing, supporting the Store Manager and Pharmacy Manager in improving financials and customer service, managing community outreach, and building retail partnerships. The manager is also responsible for technician hiring, onboarding, training, and ensuring compliance with regulatory requirements and continuous professional development.

Requirements

High School Diploma, GED, or equivalent.
PTCB or ExCPT certification (except in Puerto Rico).
One year of work experience as a pharmacy technician in a retail or hospital setting.
Fluent in reading, writing, and speaking English (except in Puerto Rico).
Willingness to work 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).

Nice To Haves

Previous people management/leadership experience.
Previous work experience with Walgreens with an Exceeding Expectation on last performance evaluation.

Responsibilities

Perform day-to-day non-clinical pharmacy operations and administrative activities.
Ensure efficient pharmacy workflow and a positive patient experience.
Serve as a full-time certified pharmacy technician.
Operate pharmacy systems to obtain patient and drug information and process prescriptions.
Supervise pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations and business ethics, under the supervision of a pharmacist.
Be responsible for the selection, scheduling, and development of pharmacy technician personnel.
Lead training, coaching, and performance management of pharmacy technicians.
Make decisions regarding performance management including discipline and termination.
Engage customers and patients by greeting them and offering assistance with products and services.
Resolve customer complaints, help respond to customers’ requests in a timely manner and answer non-clinical questions to ensure a positive customer experience.
Model and share customer service best practices.
Develop strong relationships with customers by anticipating customer needs and proactively offering services.
Enhance customer experience by increasing focus on healthcare services.
Assist pharmacist in the delivery of patient care including patient registration, prescription data entry, preparation of medications for patients, counting, and verifying (where allowed by law).
Complete patient and physician calls under the supervision of a pharmacist (where allowed by law).
Assist with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law, under the supervision of a pharmacist.
Exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy within the guidelines of authorized company policies, state and federal laws/regulations.
Ensure tasks are completed on-time and hold others accountable for efficient workflow.
Prepare and file reports and records required by the company and various government agencies, at the direction of the Pharmacy Manager or pharmacist.
Manage core pharmacy workflow and drive excellence in pharmacy operations.
Coordinate and organize pharmacy daily schedule of activities.
Recommend allocation of pharmacy hours.
Assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
Exercise independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure, under the direction of the pharmacist.
Manage annual inventory preparation.
Be accountable for completion of non-clinical patient calls.
Drive new technology/process roll out, champion change and engage team around action planning.
Assure proper operation and maintenance of pharmacy department equipment.
Be responsible for recordkeeping and ensuring security safeguards are in-place, in collaboration with Pharmacy Manager.
Strictly adhere to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understand their role in ensuring that the elements of Good Faith Dispensing are met, under supervision of the pharmacist.
Maintain and apply knowledge of Company asset protection techniques.
Support Pharmacy Manager with diversion monitoring and report any concerns that would compromise the security of the pharmacy to the Pharmacy Manager.
Communicate prescription errors to the accountable pharmacist, and adhere to Company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program.
Ensure the accurate processing of insurance claims to resolve customer issues and prevent payment rejections.
Follow-up with insurance companies as well as medical providers and conduct or participate in 3rd party audit.
Assist and support Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality and customer service.
Manage Community Outreach Portal and coordinate and, at the direction of the Pharmacy Manager, assign pharmacists to off-site immunization clinics and community events.
Build and sustain relationships with retail partnerships.
Lead performance management of technicians including making decisions and recommendations regarding discipline and termination.
Follow constructive discipline policy to discipline, suspend, terminate or effectively recommend the same.
Use constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws.
Hold technician accountable for attendance and timeliness.
Maintain and improve performance of pharmacy through team member engagement and action planning.
Be accountable for technician hiring, on-boarding, training, and scheduling.
Monitor and hold pharmacy technicians accountable for timely training completion.
Follow established policies and procedures set by the company for scheduling and training.
Be accountable for identifying gaps in pharmacy operations knowledge among team members and supporting those team members in their training.
Assist Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations and certifications are active and in good standing/ compliant with all regulatory and legal requirements.
Leverage Walgreens resources such as Walgreens Online Verification System to assist in documenting licensure status.
Ensure proper procedures are followed for selection, recruitment, record retention, and training as required by Company policy and local, state and federal laws.
Maintain PTCB certification through the designated PTCB training program and/or state required certification/registration.
Maintain and enhance current knowledge and skills related to pharmacy and healthcare.
Obtain necessary certifications, education credits and training such as LTMP e-modules as required by the Company.
Follow performance improvement plans offered by Pharmacy Manager.
Seek professional development by monitoring one’s own performance, solicits for constructive feedback, and leverages Healthcare Supervisor as mentor and coach.
Communicate with pharmacy team, relaying messages from the support center or other key emails as required.
Participate in key store/pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager.