Directs and supervises operations in centralized services, outpatient or inpatient pharmacies. Supervises the day-to-day activities in accordance with applicable regulations and cost containment efforts. Supervise subordinate Pharmacy Technicians, Clerks, Cashiers, identified administrative staff, and other centralized services employees. Responsible for financial, service, quality, compliance and legal/regulatory targets of the assigned pharmacy or pharmacies. As a member of the pharmacy's management team, accountable for the overall performance of the department.
Monitor and maintain pharmacy workflows to ensure service delivery within expected parameters of satisfaction, quality and compliance. Depending on the operational setting (centralized services, outpatient or inpatient), customers served can include members, patients, physicians, nurses and ancillary departments. Oversee and direct the work of subordinate employees according to departmental policies, procedures and standards. Subordinates include pharmacy technicians, pharmacy clerks and identified administrative staff. Maintain and adjust work schedules. Understand and apply relevant provisions of the Collective Bargaining Agreements. Identify and resolve problems and complaints from members, patients, client departments, and/or customers. Develop and implement solutions using sound problem-solving and decision-making methods. Provides regular communication and feedback to staff.
Respond to immediate service interruptions and/or concerns to ensure satisfactory service recovery. Identify service concern trends and develops corrective plans of action. Serve as liaison between pharmacy and other departments on operational and service matters. Maintain and adjust resources to meet operational needs, within budget allocation. Perform, direct and supervise ongoing training of staff including assessment of training needs and /or deficiencies relative to policy, best practices and/or established standards. Serve as train-the-trainer for the department. Reinforce, and hold direct reports accountable to departmental policies, procedures, and service culture. Promote a team environment through modeling of collaborative behaviors; hold direct reports accountable to team-oriented behaviors and ensure any necessary team building training is completed.
Ensure compliance with organizational, departmental, Joint Commission, CMS, SOX, State Board of Pharmacy and other governing laws, regulations, standards, and policies and procedures, including the Principles of Responsibility.
Ensure effective utilization of pharmaceutical inventory and maintenance of required record keeping. Oversee cash control process according to policies and procedures, including ordering money for cash drawers and management of over/short process. Advise supervisors of identified discrepancies and make recommendations to resolve issues. Assist the pharmacist manager with the development of departmental goals for Service, Quality, Finance, People and Compliance Utilize tools and reports to formulate departmental goals, develop operational plans, educate staff and monitor performance.
Actively participate in local and regional manager Peer Group meetings to learn and share best practices relative to goal attainment. Interview applicants and hire employees into Technician, Clerk and Cashier positions and provide department orientation for new hires. Provide coaching and counseling to direct reports.
In conjunction with pharmacist manager, prepare and administer performance evaluations (30/60/90 day and annual); administer formal discipline; respond to union grievances. Conduct monthly/quarterly attendance reviews. Conduct quarterly reviews on over/short reports. Perform TIME keeping functions. Facilitate at department staff meetings including assisting pharmacy manager with agenda planning. Analyze individual and team performance and develop operational/correction plans.