Pharmacy Operations Manager

Overview

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.

• 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.
• 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 needs and proactively offering services to provide the best experience when using the pharmacy. Enhances customer experience by focusing on healthcare services.
• Assists pharmacist in the delivery of patient care including patient registration, prescription data entry, preparation of medications, counting, and verification where allowed by law. Completes patient and physician calls under the supervision of a pharmacist. Assists with healthcare service offerings including administering vaccines and health screenings where allowed by law.
• Within policy guidelines, 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.
• Prepares, files reports and records required by the company and government agencies under the direction of the Pharmacy Manager or pharmacist.
• Manages core pharmacy workflow and drives excellence in operations. Coordinates daily schedule of activities and ensures the pharmacy is clean, neat, orderly, and stocked with adequate supplies.
• Under the direction of the pharmacist, ensures compliance and execution of all business administrative activities and inventory management tasks that do not require licensure. Manages annual inventory preparation.
• Drives new technology/process rollouts, champions change, and coordinates action planning. Ensures proper operation and maintenance of department equipment and safeguards recordkeeping and security in collaboration with the Pharmacy Manager.
• Adheres to Good Faith Dispensing policy during all applicable prescription-dispensing activities and understands the role in ensuring the elements of Good Faith Dispensing are met.
• Maintains and applies knowledge of asset protection techniques. Supports diversion monitoring and reports concerns to the Pharmacy Manager.
• Communicates prescription errors to the accountable pharmacist and adheres to company policies and the Continuous Quality Improvement Program.
• Ensures accurate processing of insurance claims to resolve customer issues and prevent payment rejections. Follows up with insurance companies and medical providers and participates in third-party audits.
• Supports Store Manager and Pharmacy Manager in analyzing and improving pharmacy financials, operational quality, and customer service.
• Manages Community Outreach Portal and coordinates, at the direction of the Pharmacy Manager, pharmacist assignments to off-site immunization clinics and community events. Builds and sustains relationships with retail partnerships.

• Leads performance management of technicians including discipline decisions and recommendations. Follows constructive discipline policies and ensures compliance with state and federal laws. Maintains technician accountability for attendance and timeliness; drives engagement and action planning to improve performance.
• Accountable for technician hiring, on-boarding, training,…