About the Role

Serves as a full-time certified pharmacy technician accountable for performing day-to-day non-clinical pharmacy operations and administrative activities. Ensures efficient pharmacy workflow and a positive patient experience.

Responsibilities

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

Operations

• 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
• Within the guidelines of authorized company policies, state and federal laws/regulations, 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
• Under the direction of the pharmacist, 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

People & Performance Management

• 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
• Leads training, coaching, and performance management of pharmacy technicians
• Makes decisions regarding performance management including discipline and termination
• Responsible for the selection, scheduling, and development of pharmacy technician personnel
• Under the supervision of a pharmacist, supervises pharmacy technicians and pharmacy cashiers within the guidelines of authorized company policies, laws, regulations and business ethics
• Responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions

Training & Personal Development

• 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

Communication

• 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

Basic 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