JOB SUMMARY

In accordance with state and federal regulations, assists the pharmacist, under direct supervision, in the practice of pharmacy. Assists the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures. Responsible for operating pharmacy systems to obtain patient and drug information and process prescriptions. Assists with and coaches pharmacy technicians in the operation of pharmacy systems and cashiers in the operation of the pharmacy cash registers. Models and delivers a distinctive and delightful customer experience.

BASIC QUALIFICATIONS

• High School Diploma or GED plus at least 1 years’ experience in an office or customer service position.
• Intermediate level keyboarding skills and basic level PC skills (at least 25 WPM, touch typing, formatting documents, using mouse, know how to navigate MS Windows, know how to print and do searches).
• Basic level skill in Microsoft Office: Word (for example: creating documents, entering and formatting text, page layouts, creating tables, and adding graphics) and Excel (for example: creating worksheets, entering data, creating basic formulas, working with cells and rows) and Access.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience with professional communications. Both verbally (on the phone, one-on-one) and in writing (emails, letters) to various audiences (work group, team, company management, external agencies)

PREFERRED QUALIFICATIONS

• Bachelors degree
• Experience with applicable U.S. Healthcare regulations.
• At least 2 years of experience working in an office.
• Intermediate level skill in Microsoft Access (for example: opening a table in datasheet view, entering data, filtering data, creating a form, modifying a form layout, applying themes, running, sorting and saving queries, creating and formatting a report, changing report test, adding an image, printing labels, navigating through records, and/or exporting to Excel).
• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience reviewing and auditing own work or others’ work.

Customer Experience

• Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.
• Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
• Develops strong relationships with most valuable customers

Operations

• Under the supervision by the pharmacist, assist in the practice of pharmacy, in accordance with state, federal, and company policy. Reviews and complies with the Walgreen Co. Pharmacy Code of Conduct.
• Performs duties as assigned by Pharmacy Manager, Staff Pharmacist and Store Manager including utilizing pharmacy systems to enter patient and drug information, ensuring information is entered correctly, filling prescriptions by retrieving, counting and pouring pharmaceutical drugs, verifying medicine is correct, and checking for possible interactions.
• Assists pharmacists in scheduling and maintaining work flow.
• Reports, immediately, prescription errors to pharmacist on duty and adheres to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program.
• Strictly adheres to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription dispensing activities.
• Responsible and accountable for registering all related sales on assigned cash register, collects and handles cash as required. Takes customer to OTC aisle when possible to assist in locating products.
• Handles telephone calls that do not require personal attention of the pharmacist, including those to physicians.
• Processes (corrects and resubmits) manual claims for third party program prescription services in a timely and efficient manner, and performs other clerical duties, as assigned by the Pharmacy Manager.
• Leads Pharmacy Department inventory management activities, such as, ordering, unpacking, checking and storing shipment of pharmaceuticals. Maintains knowledge of Company asset protection techniques, and files claims for warehouse overages (merchandise received, but not billed), shortages (merchandise billed, but not received), order errors or damaged goods involving Rx drugs.
• Assists and supports Pharmacy Manager and Staff Pharmacist in analyzing and seeking to improve pharmacy financial, customer service and inventory performance data reviewing Rx KPIs with Store Manager and Healthcare Supervisor.
• May assist pharmacist in administering clinical services including the collection and proper labeling of blood/urine samples from patients and other clinical services as required; assists pharmacy staff in coordination of clinical services, Walgreens healthcare clinics and external providers.
• Assists Pharmacy Manager and Staff Pharmacist in developing and maintaining good relationships with the local medical community, including physicians, nurses, and other health care providers, by medical provider detailing and outreach to health groups, retirement homes, nursing homes, and other forums for enhancing growth opportunities.
• Supports execution of Pickup program.
• Assists with exterior and interior maintenance by ensuring the Pharmacy Department is stocked with adequate supplies, clean, neat and orderly in condition and appearance
• Coaches pharmacy technicians and cashiers in the correct use of processes and tools in order to drive efficiency within the pharmacy.
• Complies with all company policies and procedures; maintains respectful relationships with coworkers.
• Completes special assignments and other tasks as assigned

Customer Experience

• Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.
• Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).
• Develops strong relationships with most valuable customers.

Operations

• Under the supervision by the pharmacist, assist in the practice of pharmacy, in accordance with state, federal, and company policy. Reviews and complies with the Walgreen Co. Pharmacy Code of Conduct.
• Performs duties as assigned by Pharmacy Manager, Staff Pharmacist and Store Manager including utilizing pharmacy systems to enter patient and drug information, ensuring information is entered correctly, filling prescriptions by retrieving, counting and pouring pharmaceutical drugs, verifying medicine is correct, and checking for possible interactions.
• Assists pharmacists in scheduling and maintaining work flow.
• Reports, immediately, prescription errors to pharmacist on duty and adheres to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program.
• Strictly adheres to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription dispensing activities.
• Responsible and accountable for registering all related sales on assigned cash register, collects and handles cash as required. Takes customer to OTC aisle when possible to assist in locating products.
• Handles telephone calls that do not require personal attention of the pharmacist, including those to physicians.
• Processes (corrects and resubmits) manual claims for third party program prescription services in a timely and efficient manner, and performs other clerical duties, as assigned by the Pharmacy Manager.
• Leads Pharmacy Department inventory management activities, such as, ordering, unpacking, checking and storing shipment of pharmaceuticals. Maintains knowledge of Company asset protection techniques, and files claims for warehouse overages (merchandise received, but not billed), shortages (merchandise billed, but not received), order errors or damaged goods involving Rx drugs.
• Assists and supports Pharmacy Manager and Staff Pharmacist in analyzing and seeking to improve pharmacy financial, customer service and inventory performance data reviewing Rx KPIs with Store Manager and Healthcare Supervisor.
• May assist pharmacist in administering clinical services including the collection and proper labeling of blood/urine samples from patients and other clinical services as required; assists pharmacy staff in coordination of clinical services, Walgreens healthcare clinics and external providers.
• Assists Pharmacy Manager and Staff Pharmacist in developing and maintaining good relationships with the local medical community, including physicians, nurses, and other health care providers, by medical provider detailing and outreach to health groups, retirement homes, nursing homes, and other forums for enhancing growth opportunities.
• Supports execution of Pickup program.
• Assists with exterior and interior maintenance by ensuring the Pharmacy Department is stocked with adequate supplies, clean, neat and orderly in condition and appearance
• Coaches pharmacy technicians and cashiers in the correct use of processes and tools in order to drive efficiency within the pharmacy.
• Complies with all company policies and procedures; maintains respectful relationships with coworkers.
• Completes special assignments and other tasks as assigned.

Training & Personal Development

• Maintains PTCB or ExCPT certification through the designated PTCB or ExCPT training program and/or state required certification/registration.
• Attends training and completes PPLs requested by Manager and acquires continuing education credits. Maintains knowledge and skill in healthcare and pharmacy, including latest news and developments.