This role is accountable for performing day-to-day non-clinical pharmacy operations and administrative activities, ensuring efficient pharmacy workflow and a positive patient experience. The manager serves as a full-time certified pharmacy technician, operating pharmacy systems to obtain patient and drug information and process prescriptions. They supervise pharmacy technicians and cashiers, leading their training, coaching, and performance management, including decisions regarding discipline and termination.
Responsibilities
Engage customers and patients by greeting them and offering assistance with products and services
Resolve customer complaints, respond to requests in a timely manner, and answer non-clinical questions to ensure a positive customer experience
Model and share customer service best practices
Develop strong relationships with customers by anticipating needs and proactively offering services
Enhance customer experience by increasing focus on healthcare services
Assist pharmacists in the delivery of patient care, including patient registration, prescription data entry, and preparation of medications
Complete patient and physician calls under the supervision of a pharmacist (where allowed by law)
Assist with healthcare service offerings, including administering vaccines, health screenings, and any health services allowed by law, under the supervision of a pharmacist
Exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy within company policies and legal guidelines
Ensure tasks are completed on-time and hold others accountable for efficient workflow
Prepare and file reports and records required by the company and government agencies at the direction of the Pharmacy Manager or pharmacist
Manage core pharmacy workflow and drive excellence in pharmacy operations
Coordinate and organize the pharmacy's daily schedule of activities
Recommend allocation of pharmacy hours
Assure the pharmacy is clean, neat, orderly, and stocked with adequate supplies
Exercise independent judgment to ensure compliance and execution of all business administrative activities and pharmacy inventory management tasks that do not require pharmacist licensure, under the direction of the pharmacist
Manage annual inventory preparation
Account for completion of non-clinical patient calls
Drive new technology/process roll out, champion change, and engage the team around action planning
Assure proper operation and maintenance of pharmacy department equipment
Collaborate with the Pharmacy Manager on recordkeeping and ensuring security safeguards are in place
Strictly adhere to Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities and understand their role in ensuring that the elements of Good Faith Dispensing are met, under supervision of the pharmacist
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Maintain and apply knowledge of Company asset protection techniques
Support the Pharmacy Manager with diversion monitoring and report any concerns that would compromise the security of the pharmacy
Communicate prescription errors to the accountable pharmacist and adhere to Company policies and procedures in relation to pharmacy errors and the Continuous Quality Improvement Program
Ensure the accurate processing of insurance claims to resolve customer issues and prevent payment rejections
Follow-up with insurance companies as well as medical providers and conduct or participate in 3rd party audits
Assist and support the Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality, and customer service
Manage the Community Outreach Portal and coordinate and assign pharmacists to off-site immunization clinics and community events at the direction of the Pharmacy Manager
Build and sustain relationships with retail partnerships
Lead performance management of technicians, including making decisions and recommendations regarding discipline and termination
Follow constructive discipline policy to discipline, suspend, terminate, or effectively recommend the same
Use constructive discipline policy to ensure pharmacy technicians are compliant with state and federal laws
Hold technicians accountable for attendance and timeliness
Maintain and improve performance of the pharmacy through team member engagement and action planning
Account for technician hiring, on-boarding, training, and scheduling
Monitor and hold pharmacy technicians accountable for timely training completion
Follow established policies and procedures set by the company for scheduling and training
Account for identifying gaps in pharmacy operations knowledge among team members and supporting those team members in their training
Assist the 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
Leverage Walgreens resources such as the Walgreens Online Verification System to assist in documenting licensure status
Ensure proper procedures are followed for selection, recruitment, record retention, and training as required by Company policy and local, state, and federal laws
Maintain PTCB certification through the designated PTCB training program and/or state required certification/registration
Maintain and enhance current knowledge and skills related to pharmacy and healthcare
Obtain necessary certifications, education credits, and training as required by the Company
Follow performance improvement plans offered by the Pharmacy Manager
Seek professional development by monitoring one’s own performance, soliciting constructive feedback, and leveraging the Healthcare Supervisor as a mentor and coach
Communicate with the pharmacy team, relaying messages from the support center or other key emails as required
Participate in key store/pharmacy meetings, including 5-minute meetings and weekly check-ins with the Store Manager
Requirements
High School Diploma, GED, or equivalent
PTCB certification (except in Puerto Rico)
One year of work experience as a pharmacy technician in a retail or hospital setting
Fluent in reading, writing, and speaking English (except in Puerto Rico)
Willingness to work a 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)
Nice to have:
Previous people management/leadership experience
Previous work experience with Walgreens with an Exceeding Expectation on last performance evaluation
Benefits
Benefits are available for review at jobs.walgreens.com/benefits
Important Details
This role will remain open until filled.
About the Company
Walgreens is committed to promoting pay transparency and equal employment opportunities.
