Pharmacy Operations Manager

Summary: Walgreens is a leading pharmacy company seeking a Pharmacy Operations Manager. This role is responsible for overseeing non-clinical pharmacy operations, ensuring efficient workflow, and enhancing customer experience while managing pharmacy personnel. Responsibilities: - Accountable for performing day-to-day non-clinical pharmacy operations, administrative activities; Ensures efficient pharmacy workflow and a positive patient experience - Serves as a full-time certified pharmacy technician - Responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions - Under the supervision of a pharmacist, supervising 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 - Leads training, coaching, and performance management of pharmacy technicians - Makes decisions regarding performance management including discipline and termination - Engages customers and patients by greeting them and offering assistance with products and services - Resolves customer complaints, helps respond to customers’ 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 - Responsible for assisting 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) - Under the supervision of a pharmacist assists with healthcare service offerings including administering vaccines, health screenings, and any health services allowed by law - Exercises independent judgment to delegate, direct, and assign non-clinical work in the pharmacy - Ensures tasks are completed on-time and holds others accountable for efficient workflow - At the direction of the Pharmacy Manager or pharmacist, prepares, and files reports and records required by the company and various government agencies - Manages core pharmacy workflow and drives excellence in pharmacy operations - Coordinates and organizes pharmacy daily schedule of activities - Recommends allocation of pharmacy hours - Assures the pharmacy is clean, neat, orderly, and stocked with adequate supplies - Exercises independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure - Manages annual inventory preparation - Accountable for completion of non-clinical patient calls - Drives new technology/ process roll out, champions change and engages team around action planning - Assures proper operation and maintenance of pharmacy department equipment - In collaboration with Pharmacy Manager, responsible for recordkeeping and ensuring security safeguards are in-place - Under supervision of the pharmacist, strictly adheres to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understands their role in ensuring that the elements of Good Faith Dispensing are met - Maintains and applies knowledge of Company asset protection techniques - Supports Pharmacy Manager with diversion monitoring and reports any concerns that would compromise the security of the pharmacy to the Pharmacy Manager - Communicates prescription errors to the accountable pharmacist, and adheres to Company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program - Ensures the accurate processing of insurance claims to resolve customer issues and prevent payment rejections - Follows-up with insurance companies as well as medical providers and conducts or participates in 3rd party audit - 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 and 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 making decisions and recommendations regarding discipline and termination - Follows constructive discipline policy to discipline, suspend, terminate or effectively recommend the same - Uses constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws - Holds technician accountable for attendance and timeliness - Maintains and improves performance of pharmacy through team member engagement and action planning - Accountable for technician hiring, on-boarding, training, and scheduling - Monitors and holds pharmacy technicians accountable for timely training completion - Follows established policies and procedures set by the company for scheduling and training - Accountable for identifying gaps in pharmacy operations knowledge among team members and supporting those team members in their training, either through hands-on training or assignment of learning modules - Assists Pharmacy Manager in monitoring that all pharmacy and team member licensures, registrations and certifications are active and in good standing/ compliant with all regulatory and legal requirements - Leverages Walgreens resources such as Walgreens Online Verification System to assist in documenting licensure status - Ensures proper procedures are followed for selection, recruitment, record retention, and training as required by Company policy and local, state and federal laws - Maintains PTCB certification through the designated PTCB training program and/or state required certification/registration - Maintains and enhances current knowledge and skills related to pharmacy and healthcare - Obtains necessary certifications, education credits and training such as LTMP e-modules as required by the Company - Follows performance improvement plans offered by Pharmacy Manager - Seeks professional development by monitoring one’s own performance, solicits for constructive feedback, and leverages Healthcare Supervisor as mentor and coach - Communicates with pharmacy team, relaying messages from the support center or other key emails as required - Participates in key store/pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager Required Qualifications: - High School Diploma, GED, or equivalent - PTCB or ExCPT certification (except in Puerto Rico) - Has one year of work experience as a pharmacy technician in a retail or hospital setting - Must be fluent in reading, writing, and speaking English (except in Puerto Rico) - Requires willingness to work 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) Preferred Qualifications: - Previous people management/ leadership experience - Previous work experience with Walgreens with an Exceeding Expectation on last performance evaluation Required Skills: PTCB certification, Pharmacy technician experience, Pharmacy operations, Pharmacy systems operation, Pharmacy inventory management, Insurance claims processing, Immunization certification, Regulatory compliance, Performance management, Training, development