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 serves as a full-time certified pharmacy technician, operates pharmacy systems to obtain patient and drug information and process prescriptions, and supervises pharmacy technicians and cashiers under pharmacist supervision and within applicable company policies, laws, regulations, and business ethics. The manager oversees technician selection, scheduling, development, training, coaching, and performance management, including discipline and termination decisions. The position supports customer service, prescription processing, patient care activities permitted by law, pharmacy workflow, inventory and administrative tasks, compliance, equipment maintenance, insurance claims, and pharmacy financial and operational quality. It also coordinates community outreach and off-site immunization clinics as directed by the Pharmacy Manager. The manager hires, onboards, trains, and schedules technicians; monitors required licensure and training; communicates information to the pharmacy team; and participates in store and pharmacy meetings. The role maintains PTCB certification and develops pharmacy and healthcare knowledge and skills.
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.
Nice To Haves
- Previous people-management or leadership experience.
- Previous Walgreens work experience with an Exceeding Expectation rating on the last performance evaluation.
Responsibilities
- Greet customers and patients, offer assistance with products and services, resolve complaints, respond to requests, answer non-clinical questions, and model customer-service best practices.
- Build customer relationships by anticipating needs and proactively offering services; increase focus on healthcare services to enhance the pharmacy experience.
- Assist the pharmacist with patient registration, prescription data entry, medication preparation, counting, and verifying where allowed by law.
- Complete patient and physician calls under pharmacist supervision where allowed by law, and remain accountable for completing non-clinical patient calls.
- Assist with healthcare service offerings, including vaccines, health screenings, and other services allowed by law, under pharmacist supervision.
- Delegate, direct, and assign non-clinical pharmacy work within company 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 core pharmacy workflow, coordinate daily activities, recommend pharmacy-hour allocation, and ensure the pharmacy is clean, orderly, and adequately stocked.
- Perform pharmacy administrative and inventory-management tasks that do not require pharmacist licensure, under pharmacist direction, including annual inventory preparation.
- Lead new technology and process rollouts, champion change, and engage the team in action planning.
- Ensure proper operation and maintenance of pharmacy equipment; collaborate with the Pharmacy Manager on recordkeeping and security safeguards.
- Follow company Good Faith Dispensing policy during applicable prescription-dispensing activities and help ensure its requirements are met.
- Apply company asset-protection techniques, support diversion monitoring, and report pharmacy security concerns to the Pharmacy Manager.
- Communicate prescription errors to the accountable pharmacist and follow company policies and procedures for pharmacy errors and the Continuous Quality Improvement Program.
- Process insurance claims accurately, resolve customer issues and prevent payment rejections; follow up with insurers and medical providers and conduct or participate in third-party audits.
- Assist and support the Store Manager and Pharmacy Manager in analyzing and 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 maintain retail partnerships.
- Lead technician performance management, including decisions and recommendations regarding discipline and termination; apply constructive discipline policies and hold technicians accountable for legal compliance, attendance, and timeliness.
- Hire, onboard, train, and schedule pharmacy technicians; monitor timely training completion and follow company scheduling and training policies.
- Identify pharmacy operations knowledge gaps and support team members through hands-on training or assigned learning modules.
- Assist the Pharmacy Manager in monitoring pharmacy and team-member licenses, registrations, and certifications for active status and compliance; use company resources such as the Walgreens Online Verification System to document licensure status.
- Ensure procedures for selection, recruitment, record retention, and training comply with company policy and local, state, and federal laws.
- 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 such as LTMP e-modules, and follow performance improvement plans offered by the Pharmacy Manager.
- Monitor personal performance, seek constructive feedback, and use the Healthcare Supervisor as a mentor and coach for professional development.
- Communicate with the pharmacy team and relay support-center messages and other key emails as required.
- Participate in store and pharmacy meetings, including five-minute meetings and weekly check-ins with the Store Manager.
Benefits
- Benefits information is available at jobs.walgreens.com/benefits; specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
