Responsibilities

Customer Experience

• Engage customers and patients by greeting them and offering assistance with products and services
• Resolve customer complaints and respond to customers' requests in a timely manner
• Answer non-clinical questions to ensure a positive customer experience
• Model and share customer service best practices
• Develop strong relationships with customers by anticipating customer needs and proactively offering services
• Enhance customer experience by increasing focus on healthcare services

Operations

• Perform day-to-day non-clinical pharmacy operations and administrative activities
• Operate pharmacy systems to obtain patient and drug information and process prescriptions
• Assist 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)
• 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
• Exercise independent judgment to delegate, direct, and assign non-clinical work in the pharmacy
• Ensure tasks are completed on-time and hold others accountable for efficient workflow
• Prepare and file reports and records required by the company and various government agencies
• Manage core pharmacy workflow and drive excellence in pharmacy operations
• Coordinate and organize pharmacy 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
• Manage annual inventory preparation
• Account for completion of non-clinical patient calls
• Drive new technology/process roll out, champion change and engage team around action planning
• Assure proper operation and maintenance of pharmacy department equipment
• Collaborate with Pharmacy Manager on recordkeeping and ensuring security safeguards are in-place
• Strictly adhere to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities
• Maintain and apply knowledge of Company asset protection techniques
• Support 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 and medical providers and conduct or participate in 3rd party audit
• Assist and support Store Manager and Pharmacy Manager in analyzing and seeking to improve pharmacy financials, operational quality and customer service
• Manage Community Outreach Portal and coordinate and assign pharmacists to off-site immunization clinics and community events
• Build and sustain relationships with retail partnerships

People & Performance Management

• Supervise 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
• Lead training, coaching, and performance management of pharmacy technicians
• Make decisions regarding performance management including discipline and termination
• 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 technician accountable for attendance and timeliness
• Maintain and improve performance of 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 support those team members in their training
• Assist 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 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

Training & Personal Development

• 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 such as LTMP e-modules as required by the Company
• Follow performance improvement plans offered by Pharmacy Manager
• Seek professional development by monitoring one's own performance
• Solicit constructive feedback
• Leverage Healthcare Supervisor as mentor and coach

Communication

• Communicate with 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

Basic Qualifications

• High School Diploma, GED, or equivalent
• PTCB or ExCPT 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 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

Additional Information

• We will consider employment of qualified applicants with arrest and conviction records
• The current salary range for this position is $22.50 per hour - $31.00 per hour. The actual hourly salary within this range that you will be offered will dep