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Pharmacy Operations Manager
2 months ago
The Pharmacy Operations Manager is responsible for overseeing all patient activities for the pharmacy. This individual will support the Director (East Coast) to achieve overall performance and success of the pharmacy in alignment with the vision and priorities of CBC McKesson Specialty Prescription Services (B.C.) Corporation. The incumbent must lead and develop pharmacy staff to build accountability, drive business results, and provide exceptional patient care.
Key Responsibilities- Manage daily operational call flows and prioritize tasks to ensure seamless workflow.
- Hold the license of the pharmacy with Nova Scotia College of Pharmacy and ensure compliance with regulatory requirements.
- Perform patient care-related activities such as dispensing, counseling, checking RXs, renewing RXs, and submitting Adverse Events and Product Quality Complaints when required.
- Assist with recruitment, hiring, onboarding, and training of new employees.
- Promote ongoing team development through coaching and conducting quarterly performance evaluations.
- Manage quality assurance activities such as call quality monitoring, scoring, feedback to drive excellence in customer experience.
- Meet or exceed metrics and deadlines set by program Service Level Agreements (SLAs) for programs that fall under their portfolio.
- Manage external and internal service compliance, identifying risk and compliance opportunities, and assisting in assessing and mitigating identified risks while being accountable to corporate risk and other compliance functions.
- Conduct root cause and trend analysis and develop process improvements.
- Collaborate with the team to implement creative solutions to daily workflow challenges and temporary labor shortages.
- Develop and maintain a team with a strong focus on customer service and continuous quality improvements.
- Maintain program Standard Operating Procedures (SOPs), exceptions processes, workflows, scripting, training, and reports.
- Promote and ensure that the highest quality of care is provided to patients and families.
- Provide regular feedback to the Director regarding quality, operational, technical, or process issues and recommend corrective actions or engage additional resources if needed.
- Oversee employee scheduling and resource allocation based on forecasted demand to ensure effective and efficient departmental service levels.
- Support the Director in policy and practice development, responding per policy direction, and seeking assistance for unusual situations or staff non-compliance.
- Conduct daily briefings on pharmacy operations with the Director, addressing attendance, staff non-adherence, and resource allocation as required.
- Keep track of KPIs that are relevant to their team such as Accounts Receivable, Call center metrics, and billing errors.
- Operate and promote behaviors that uphold McKesson i2Care and iLead Principles.
- Ability to perform tasks beyond the specific responsibilities of a Pharmacist Supervisor and adapt as necessary.
- Other duties/projects/tasks in other areas of the pharmacy, as assigned by your manager.
- People Management experience with a focus on driving quality and elevated customer experience.
- Knowledge of financial billing and accounts receivable management.
- Knowledge of Kroll pharmacy software is considered an asset.
- Time management skills.
- Excellent customer service and ability to set the same expectations from the team.
- Ability to work independently with minimum supervision.
- Exercises sound knowledge and good judgment.
- Accountable and results-oriented.
- Leadership skills, can lead, inspire, mentor, develop, and guide a team.
- Working knowledge of retail pharmacy practice.
- Understanding of biologics and specialty medications.
- Strong communication and teamwork skills.
- Previous leadership experience in a similar role is an asset.
- Licensed pharmacist in Nova Scotia.
- Must have previous retail or specialty pharmacy experience. 3-5 years of experience favored.
- Effective communication with team members and external parties.
- Communication: Provider Solutions, PSP, Staff, Patients, Clinics/Doctors, Navigation, Drug Plans, Payers.
- Direct Reports: Pharmacists, Regulated Technicians, and Pharmacy Coordinators.
