Pharmacy Manager at CVS Health in MA - Northampton

Job Purpose and Summary:

At CVS Health, we are focused on transforming health care for our customers and making our company a great place to work. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. Within our Retail locations, we bring this promise to life with heart every day. Our Pharmacy Managers play a critical role in cultivating a culture of excellence in their respective pharmacy by acting as a role model for all, demonstrating genuine care, and setting the bar for their pharmacy team.

As a Pharmacy Manager, you will lead and develop a pharmacy team that provides exceptional patient care by promoting best practices and leading through change while identifying and addressing performance opportunities. Pharmacy Managers support novel program awareness, onboard newly hired pharmacy team members, and recognize colleagues for their success. The Pharmacy Manager consistently exhibits best practices when working the bench, including quarterbacking the team, providing patients with meaningful counseling, and abiding by all legal and regulatory guidelines, amongst other required activities.

The Pharmacy Manager is responsible for direct and effective management of their pharmacy team, including but not limited to:

• Living our purpose by helping to manage and improve patient health through safe and appropriate dispensing, counseling, and immunizing practices

• Overseeing the pharmacy team during bench shifts, including strengthening pharmacy performance measures through effective coaching and consistent follow-up of pharmacy team members

• Supporting safe and accurate prescription fulfillment by following—and directing the pharmacy team to follow—pharmacy workflow procedures and utilizing the safety guardrails at every workstation

• Contributing to positive patient experiences by showing empathy and genuine care, and coaching the pharmacy team to do the same: demonstrating compassionate care, collaborating with the patient’s total healthcare team, and proactively resolving insurance and/or medication issues

• Proactively offering and delivering immunizations to keep patients healthy; identifying, engaging, and supporting Pharmacy Technicians to learn to immunize

• Supporting the effective management of pharmacy inventory by following—and coaching the pharmacy team to follow—all inventory best practices, with a special focus on protecting cold chain products for our patients and our business

• Conducting new Technician and Pharmacist onboarding for the store and district, including training on CVS workflow, and ensuring all trainees are on-track for timely completion of required training and/or licensure

• Ensuring pharmacy operations are fully compliant with state Board of Pharmacy regulations at all times; escalating issues or concerns to the Rx DL for additional support if/as needed

• Partnering with the Store Manager to maintain a healthy talent pipeline of cross-trained colleagues willing to work in the pharmacy, and ensuring that cross-trained colleagues are on-track for timely completion of all required training for licensure

• Overseeing Staff Pharmacists and District Support Pharmacists (DPSs) (where applicable), managing performance through direct observation, peer and team feedback, and/or validation of results; delivering annual performance reviews and closing gaps as needed

• Remaining flexible for both scheduling and business needs, while contributing to a safe, inclusive, and engaging team dynamic; writing or appropriately delegating and overseeing the writing of the pharmacy schedule

• Regularly reviewing business reporting for operational insights and developing action plans to close gaps, including but not limited to workflow, service, patient care, and compliance

• Establishing a culture of safety, empowerment, and inclusion so the pharmacy team feels valued; building psychological safety by opening the door for feedback and taking relevant action

• Maintaining relevant clinical and technical skills for the job as the industry evolves (including but not limited to company-required trainings and CMEs); actively seeking opportunities to expand knowledge to better support patients

• Supporting access to care and helping to improve patient outcomes through pharmacist delivered clinical care such as testing and prescribing services (e.g., COVID/Flu, Hormonal Contraception, etc.) where permissible; empowers the pharmacy team to provide holistic care at every step in the patient care journey

• Understanding and complying with all relevant federal and state laws, regulations, professional standards, and ethical principles; complying with CVS Health policies and procedures to help support patient safety and complying with controlled substance dispensing and recordkeeping, to protect patient privacy and security, and to maintain a safe and inclusive workplace for our colleagues

Required Qualifications:

• Active Pharmacist License in the state where the Store is located

• Active National Provider Identifier (NPI)

• Not on the DEA Excluded Parties list

• 1-2 years of experience as a Pharmacist

Essential Functions:

• Regular and predictable attendance, including nights and weekends

• Ability to complete required training within designated timeframe

• Attention and Focus:

  • Ability to concentrate on a task over a period of time

  • Ability to pivot quickly from one task to another to meet patient and business needs

  • Ability to confirm prescription information and label accuracy, ensuring patient safety

• Customer Service and Team Orientation:

  • Actively look for ways to help people, and do so in a friendly manner

  • Notice and understand patients’ reactions, and respond appropriately

• Communication Skills:

  • Use and understand verbal and written communication to interact with patients and colleagues

  • Utilize active listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

• Mathematical Reasoning:

  • Ability to use math to solve a problem, such as determining the total number of tablets to dispense, day’s supply, and/or number of full bottles and additional bottles needed to fill a prescription

• Problem Resolution:

  • Identifying challenging patient or colleague interactions and choosing the best course of action when faced multiple options

• Physical Demands:

  • Be mobile and remain upright for extended periods of time

  • Lift, scan, and bag items

  • Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items

  • Move fingers repetitively; picking, pinching, typing, or otherwise working primarily with fingers rather than whole hand or arm

  • Extend hand(s) and arm(s) multiple directions to place, move, or lift items

  • Control precision; quickly adjust machines to exact positions

  • Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist

  • Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts

  • Occasionally lift of up to 20 lbs. and/or exert up to 20 lbs. of force; Frequently lift of up to 10 lbs. and/or exert up to 10 lbs. of force; Consistently lift and/or exert a negligible amount of force to move objects.

  • Express or exchange ideas by means of spoken word where detailed or important spoken instructions must be conveyed accurately

  • Have the ability to receive detailed information through oral communication

• Team Management and Leadership

  • Lead by example and set a positive tone for the team

  • Delegate tasks, empower team members, and foster a collaborative work environment

  • Motivate and inspire team members to adhere to standards and achieve high performance

  • Apply problem-solving skills to address challenges and find innovative solutions

  • Adaptability and accountability to navigate changing circumstances and take ownership

  • Coach, reinforce, encourage, provide feedback to, discipline, and/or terminate pharmacy team members

• Any additional tasks as directed by Supervisor or Manager

Preferred Qualifications:

• Completion of the CVS Pharmacy Manager Emerging Leader (PM-EL) program

• 3-5 years of related work experience in a pharmacy, retail, medical, or customer service setting

• Ability to work in the home store, and across the market in other locations, to meet business need