Pharmacy Operations Manager

Walgreens•Norwood, MA

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 applicable company policies, laws, regulations, and business ethics, and is responsible for selecting, scheduling, developing, and managing technician personnel. The position supports patient care and pharmacy operations, including prescription processing, patient and physician calls, inventory and administrative work, equipment maintenance, insurance claim resolution, compliance, reporting, and community outreach. It leads technician hiring, onboarding, training, scheduling, coaching, and performance management, including decisions or recommendations regarding discipline and termination. The manager maintains required certification and ongoing pharmacy and healthcare knowledge, communicates with the pharmacy team, and participates 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.

Nice To Haves

Previous Walgreens work experience with an Exceeding Expectation rating on the most recent 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, anticipate needs, proactively offer services, and enhance customer experience through healthcare services.
Assist the pharmacist 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 services, including vaccines and health screenings, under pharmacist supervision and as allowed by law.
Delegate, direct, and assign non-clinical pharmacy work within authorized policies and applicable 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, organize the daily schedule, recommend allocation of pharmacy hours, and ensure the pharmacy is clean, orderly, and adequately stocked.
Perform non-licensed administrative and inventory management tasks under pharmacist direction, including annual inventory preparation.
Complete non-clinical patient calls and lead rollout of new technology and processes, change initiatives, and team action planning.
Ensure proper operation and maintenance of pharmacy equipment.
Collaborate with the Pharmacy Manager on recordkeeping and security safeguards; support asset protection and diversion monitoring, and report pharmacy 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, 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 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 about discipline and termination; enforce constructive discipline policies and accountability for attendance and timeliness.
Hire, onboard, train, and schedule pharmacy technicians; monitor timely completion of training and follow company scheduling and training procedures.
Identify team members’ 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 and compliant status, using resources such as Walgreens Online Verification System.
Ensure compliant selection, recruitment, record retention, and training procedures under company policy and applicable laws.
Maintain PTCB certification through the designated training program and/or state-required certification or registration; complete required certifications, education credits, and training.
Maintain and enhance pharmacy and healthcare knowledge and skills, follow performance improvement plans, monitor personal performance, seek constructive feedback, and use the Healthcare Supervisor as a mentor and coach.
Communicate relevant support-center messages and emails to the pharmacy team and participate in pharmacy and store meetings, including 5-minute meetings and weekly check-ins with the Store Manager.