Pharmacy Operations Manager

Walgreens•Baltimore, MD

16h

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 decisions and termination recommendations or actions within company policy.

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 evenings and weekends.
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 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, and answer non-clinical questions.
Model customer service best practices, anticipate customer needs, build relationships, and increase 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 and 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; 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 core pharmacy workflow, coordinate the daily schedule, recommend allocation of pharmacy hours, and maintain a clean, orderly, adequately stocked pharmacy.
Manage non-clinical administrative and inventory tasks, including annual inventory preparation, under pharmacist direction.
Complete non-clinical patient calls and support the rollout of new technology and processes, championing change and engaging the team in action planning.
Ensure pharmacy equipment is properly operated and maintained.
Collaborate with the Pharmacy Manager on recordkeeping and pharmacy security safeguards; support diversion monitoring and report security concerns.
Follow Good Faith Dispensing policy, communicate prescription errors to the accountable pharmacist, and follow company 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 coordinate, at the Pharmacy Manager's direction, pharmacist assignments to off-site immunization clinics and community events.
Build and maintain relationships with retail partners.
Lead technician performance management, including discipline, suspension, termination, or effective recommendations for those actions, and hold technicians accountable for attendance and timeliness.
Hire, onboard, train, and schedule pharmacy technicians; monitor training completion and identify and address team members' knowledge gaps.
Assist the Pharmacy Manager in monitoring the active, compliant status of pharmacy and team member licenses, registrations, and certifications.
Follow company and legal requirements for employee selection, recruitment, record retention, and training.
Maintain PTCB certification through the designated training program and/or state-required certification or registration.
Maintain and enhance pharmacy and healthcare knowledge and skills, complete required certifications, education credits, and training, and follow performance improvement plans.
Pursue professional development by monitoring personal performance, seeking constructive feedback, and using the Healthcare Supervisor as a mentor and coach.
Communicate messages from the support center and key emails to the pharmacy team, and participate in store and pharmacy meetings, including five-minute meetings and weekly Store Manager check-ins.