Pharmacy Operations Manager

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• Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer complaints, helps respond to customer requests in a timely manner and answers non‑clinical questions to ensure a positive customer experience. Models and shares customer service best practices.
• Develops strong relationships with customers by anticipating customer needs and proactively offering services to provide the best experience possible when using the pharmacy. Enhances customer experience by increasing focus on healthcare services.

• Assists pharmacist in the delivery of patient care including patient registration, prescription data entry, preparation of medications for patients, counting, and verifying (where allowed by law). Completes patient and physician calls under the supervision of a pharmacist (where allowed by law). Assists with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law.
• Executes non‑clinical work in the pharmacy, delegating, directing and assigning tasks within the guidelines of authorized company policies and state and federal laws. Ensures tasks are completed on time and holds others accountable for efficient workflow.
• Prepares and files reports and records required by the company and various government agencies at the direction of the Pharmacy Manager or pharmacist.
• Manages core pharmacy workflow and drives excellence in pharmacy operations. Coordinates and organizes pharmacy daily schedule of activities, recommends allocation of pharmacy hours, and assures the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Manages annual inventory preparation and ensures compliance with all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure.
• Drives new technology/process roll‑out, champions change, and engages the team around action planning.
• Assures proper operation and maintenance of pharmacy department equipment and collaborates with the Pharmacy Manager on recordkeeping and security safeguards.
• Adheres to Good Faith Dispensing policy during all applicable prescription‑dispensing activities and ensures all elements of Good Faith Dispensing are met.
• Supports Pharmacy Manager with diversion monitoring and reports any security concerns to the Pharmacy Manager.
• Communicates prescription errors to the accountable pharmacist and follows company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program.
• Ensures accurate processing of insurance claims to resolve customer issues and prevent payment rejections, following up with insurance companies and medical providers and participating in third‑party audits.
• Assists and supports Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality and customer service.
• Manages Community Outreach Portal, coordinates and, at the direction of the Pharmacy Manager, assigns pharmacists to off‑site immunization clinics and community events. Builds and sustains relationships with retail partnerships.

• Leads performance management of technicians, including coaching, discipline and termination decisions, following constructive discipline policy and ensuring compliance with state and federal laws.
• Accounts for technician hiring, onboarding, training, and scheduling, overseeing timely training completion and adherence to company scheduling and training policies.
• Identifies gaps in team members’ pharmacy operations knowledge and supports their training through hands‑on instruction or learning modules.
• Monitors licensure, registration and certification status of pharmacy staff to ensure ongoing compliance with regulatory requirements, using Walgreens resources such as the Online Verification System.
• Ensures proper procedures for selection, recruitment, record retention and training as required by company policy and local, state and federal laws.