Pharmacy Operations Manager

Overview

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• Where state and federal laws/regulations allow, accountable for performing day-to-day non-clinical pharmacy operations and administrative activities; ensures efficient pharmacy workflow and a positive patient experience. Serves as a full-time certified pharmacy technician.
• Operate pharmacy systems to obtain patient and drug information and process prescriptions. Under the supervision of a pharmacist, supervise pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations and business ethics.
• 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 with customers and patients by greeting them and offering assistance with products and services. Resolve customer complaints and respond to requests in a timely manner to ensure a positive customer experience. Model and share customer service best practices.
• Develop strong relationships with customers by anticipating needs and proactively offering services to provide the best experience possible when using the pharmacy. 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, counting, and verification (where allowed by law). Support healthcare service offerings including administering vaccines, health screenings, and other services allowed by law.
• Delegate, direct, and assign non-clinical work in the pharmacy within policy and legal guidelines. Ensure tasks are completed on time and hold others accountable for efficient workflow.
• Prepare and file reports and records required by the company and government agencies under the direction of the Pharmacy Manager or pharmacist.
• Manage core pharmacy workflow, drive excellence in operations, coordinate daily schedule, allocate pharmacy hours, and ensure the pharmacy is clean, neat, orderly, and stocked.
• Ensure compliance and execution of all business administrative activities and pharmacy inventory tasks that do not require pharmacist licensure; manage annual inventory preparation.
• Complete non-clinical patient calls and drive new technology/process rollouts; engage team around action planning. Ensure proper operation and maintenance of pharmacy equipment; collaborate with the Pharmacy Manager on recordkeeping and security safeguards.
• Adhere to policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understand the role in ensuring its elements are met.
• Maintain and apply knowledge of company asset protection techniques; support diversion monitoring and report concerns that could compromise security to the Pharmacy Manager.
• Communicate prescription errors to the accountable pharmacist and follow company policies regarding errors and quality improvement.
• Ensure accurate processing of insurance claims to resolve customer issues and prevent payment rejections; follow up with insurers and providers and participate in third-party audits.
• Assist and support Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manage Community Outreach Portal 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 decisions regarding discipline and termination; follow constructive discipline policies and ensure compliance with state and federal laws. Maintain attendance and timeliness; engage the team for performance improvement.
• Hire, on-board, train, and schedule technicians; monitor training completion and follow policies for scheduling and training.
• Identify gaps in pharmacy operations knowledge and support team members with training or learning modules.
• Monitor licensure, registrations, and certifications for pharmacy staff to ensure active status and regulatory compliance; leverage Walgreens resources to document licensure.
• Oversee personnel procedures for recruitment, record retention, and training per company policy and legal requirements.

• Maintain PTCB certification through the designated program and/or state requirements.
• Maintain and enhance knowledge related to pharmacy and healthcare; obtain required certifications and training as needed.
• Engage in professional development; seek feedback and use mentorship to improve performance.

• Communicate with the pharmacy team and relay messages from support…