Pharmacy Operations Manager

Customer Experience

• 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.

• Assists pharmacist in delivering patient care including patient registration, prescription data entry, preparation of medications for patients, counting and verifying (when allowed by law). Completes patient and physician calls under supervision of a pharmacist (where allowed). Assists with healthcare service offerings such as administering vaccines, health screenings, and any health services allowed by law.
• Delegates, directs, and assigns non-clinical work in the pharmacy, ensuring tasks are completed on time and holding others accountable for efficient workflow.
• Prepares and files reports and records required by the company and various government agencies.
• Manages core pharmacy workflow and coordinates pharmacy daily schedule, recommending allocation of hours and ensuring the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Uses independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure, including annual inventory preparation.
• Drives new technology/process roll-out, champions change and engages team around action planning, ensuring proper operation and maintenance of pharmacy department equipment. Collaborates with Pharmacy Manager on record‑keeping and security safeguards.
• Adheres to Walgreens policies for Good Faith Dispensing during prescription‑dispensing activities and ensures all elements of Good Faith Dispensing are met.
• Applies knowledge of company asset protection techniques, supports diversion monitoring and reports concerns that would compromise pharmacy security.
• Communicates prescription errors to the accountable pharmacist and follows company policies and procedures related to pharmacy errors and continuous quality improvement.
• Ensures accurate processing of insurance claims, follows up with insurance companies and medical providers, and participates in third‑party audits.
• Assists Store Manager and Pharmacy Manager in improving pharmacy financials, operational quality and customer service.
• Manages Community Outreach Portal and coordinates, at the direction of the Pharmacy Manager, assignment of pharmacists to off‑site immunization clinics and community events, building and sustaining relationships with retail partnerships.

• Leads performance management of technicians, making decisions regarding discipline and termination, following constructive discipline policy and ensuring compliance with state and federal laws.
• Holds technicians accountable for attendance and timeliness, maintaining and improving pharmacy performance through team‑member engagement and action planning.
• Accounts for technician hiring, onboarding, training and scheduling, monitoring timely training completion and following established policies and procedures.
• Identifies knowledge gaps among team members and supports training via hands‑on instruction or learning modules.
• Assists Pharmacy Manager in monitoring licensure, registrations and certifications of pharmacy and team members, ensuring active status and compliance with all regulatory and legal requirements.
• Ensures selection, recruitment, record retention and training procedures are followed per company policy and local, state and federal laws.

• Maintains PTCB certification through designated 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…