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. This 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 in accordance with company policies, laws, regulations, and business ethics, and is responsible for technician selection, scheduling, development, training, coaching, and performance management, including discipline and termination decisions. The position supports customer service, pharmacy workflow, patient-care activities allowed by law, inventory and administrative tasks, compliance, equipment upkeep, insurance claim resolution, community outreach, and pharmacy financial and operational performance. The manager hires, onboards, trains, schedules, and develops technicians; maintains required certification and knowledge; and communicates with the pharmacy team and store leadership. The role requires a flexible schedule that includes evening and weekend hours.
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
- Greet and assist customers and patients, 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 permitted by law, and patient and physician calls under pharmacist supervision.
- Assist with healthcare services, including vaccines and health screenings, as allowed by law and 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 company and government reports and records at the direction of the Pharmacy Manager or pharmacist.
- Manage pharmacy workflow and daily schedules, 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.
- Drive rollout of new technology and processes, engage the team in change and action planning, and ensure pharmacy equipment is properly operated and maintained.
- Collaborate with the Pharmacy Manager on recordkeeping and security safeguards.
- Follow company Good Faith Dispensing policy and understand the role in ensuring its elements are met during applicable dispensing activities.
- Apply asset-protection practices, support diversion monitoring, and report pharmacy security concerns to the Pharmacy Manager.
- Communicate prescription errors to the accountable pharmacist and follow company procedures 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 improving pharmacy financials, operational quality, and customer service.
- Manage the Community Outreach Portal and, at the Pharmacy Manager’s direction, assign pharmacists to off-site immunization clinics and community events; build and maintain retail partnerships.
- Lead technician performance management, including discipline and termination decisions or recommendations, and address attendance, timeliness, and compliance with state and federal laws.
- Hire, onboard, train, and schedule technicians; monitor timely training completion and follow company scheduling and training procedures.
- Identify pharmacy-operations knowledge gaps and support team members through hands-on training or learning modules.
- Assist the Pharmacy Manager in monitoring pharmacy and team-member licenses, registrations, and certifications, and document status using company resources.
- Follow company and legal requirements for 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.
- Monitor personal performance, seek constructive feedback, and use the Healthcare Supervisor as a mentor and coach.
- Communicate support-center messages and other key emails to the pharmacy team.
- 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
