Job Purpose and Summary:
At CVS Health, we are focused on transforming health care for our customers and making our company a great place to work. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. Within our Retail locations, we bring this promise to life with heart every day. Our Pharmacy Managers play a critical role in cultivating a culture of excellence in their respective pharmacy by acting as a role model for all, demonstrating our Heart At Work behaviors, and setting the bar for their pharmacy team.
As a Pharmacy Manager, you will lead and develop a pharmacy team that provides exceptional patient care by promoting best practices and leading through change while identifying and addressing performance opportunities. Pharmacy Managers support novel program awareness, onboard newly hired pharmacy team members, and recognize colleagues for their success. The Pharmacy Manager consistently exhibits best practices when working the bench, including quarterbacking the team, providing patients with meaningful counseling, and abiding by all legal and regulatory guidelines, amongst other required activities.
The Pharmacy Manager is responsible for direct and effective management of their pharmacy team, including but not limited to:
- Living our purpose of “Bringing our Heart to Every Moment of Your Health” by helping to manage and improve patient health through safe and appropriate dispensing, counseling, and immunizing practices
- Overseeing the pharmacy team during bench shifts, including strengthening pharmacy performance measures through effective coaching and consistent follow-up of pharmacy team members
- Supporting safe and accurate prescription fulfillment by following—and directing the pharmacy team to follow—WeCARE workflow procedures and utilizing the safety guardrails at every workstation
- Contributing to positive patient experiences by Helping with Heart and coaching the pharmacy team to do the same: demonstrating compassionate care, collaborating with the patient’s total healthcare team, and proactively resolving insurance and/or medication issues
- Proactively offering and delivering immunizations to keep patients healthy; identifying, engaging, and supporting Pharmacy Technicians to learn to immunize
- Supporting the effective management of pharmacy inventory by following—and coaching the pharmacy team to follow—all inventory best practices, with a special focus on protecting cold chain products for our patients and our business
- Conducting new Technician and Pharmacist onboarding for the store and district, including training on CVS workflow, and ensuring all trainees are on-track for timely completion of required training and/or licensure
- Partnering with the Store Manager to maintain a healthy talent pipeline of cross-trained colleagues willing to work in the pharmacy, and ensuring that cross-trained colleagues are on-track for timely completion of all required training and licensure
- Overseeing Staff Pharmacists and District Support Pharmacists (DPSs) (where applicable), managing performance through direct observation, peer and team feedback, and/or validation of results; delivering annual performance reviews and closing gaps as needed
- Ensuring pharmacy operations are fully compliant with state Board of Pharmacy regulations at all times; escalating issues or concerns to the Rx DL for additional support if/as needed
- Remaining flexible for both scheduling and business needs, while contributing to a safe, inclusive, and engaging team dynamic; writing or appropriately delegating and overseeing the writing of the pharmacy schedule
- Regularly reviewing business reporting for operational insights and developing action plans to close gaps, including but not limited to workflow, service, patient care, and compliance
- Establishing a culture of safety, empowerment, and inclusion so the pharmacy team feels valued; building psychological safety by opening the door for feedback and taking relevant action
- Maintaining relevant clinical and technical skills for the job as the industry evolves (including but not limited to company-required trainings and CMEs); actively seeking opportunities to expand knowledge to better support patients
- Supporting access to care and helping to improve patient outcomes through pharmacist delivered clinical care such as testing and prescribing services (e.g., COVID/Flu, Hormonal Contraception, etc.) where permissible; empowers the pharmacy team to provide holistic care at every step in the patient care journey
- Understanding and complying with all relevant federal and state laws, regulations, professional standards, and ethical principles; complying with CVS Health policies and procedures to help support patient safety and complying with controlled substance dispensing and recordkeeping, to protect patient privacy and security, and to maintain a safe and inclusive workplace for our colleagues
Primary Job Duties & Responsibilities
1. Prescription Fulfillment and Inventory Management -35%
- Helps support safe, accurate, and efficient prescription fulfillment by following—and directing the pharmacy team to follow—WeCARE workflow procedures at every workstation; reviews WeCARE reporting for workflow insights and follows up with pharmacy team members if/as needed to improve outcomes
- Executes required quality assurance procedures and corresponding responsibility, including verification, DUR, and patient safety event recovery, and reporting obligations; works verification queue following current workflow best practices to ensure prioritization of the most urgent prescriptions while balancing home store and community work, where applicable
- Proactively steps into other workstations (pick-up, drive-thru, drop-off, production) to support patients, the team, and the effective progress of workflow as called for by the digital workstation assignment board and/or real-time business needs
Executes, and ensures entire pharmacy team executes, all inventory expectations and best practices, specifically the timely checking in and putting away of orders, cycle counts, returns to stock, StrongPak, etc.; in addition,
- Protects cold-chain product integrity by completing required temperature logs and appropriately managing temperature excursion
- Maintains oversight of controlled substances, following accurate record keeping and complying with all applicable purchase, receipt, storage, and dispensing laws and regulations which include but are not limited to ordering CIIs via CSOS, checking in controls via CFRx, and storing in a secured location
- Attends to BOH of high-shrink items to ensure appropriate check-in, disposition, and dispensing practices
- Manages vaccine inventory carefully and effectively, to mitigate waste and ensure product is on-hand to meet scheduled and unscheduled patient demand
- Supports the pharmacy team in maintaining a healthy in-stock level to fulfill prescription orders, including but not limited to ordering, receiving, and classifying medications; order management may include controlled substances and PSE products
Follows, and ensures entire pharmacy team abides by, all state Board of Pharmacy regulations and state-mandated quality assurance reporting, where applicable, including but not limited to
- Proper filing of written and electronic prescription and invoice records
- Completion of inventories per CVS policy and state regulation (e.g., annual inventory, PIC change, etc.)
- Oversight of regulatory records box compliance and timely submission of regulatory documents and responses
- Support regulatory inspections and audits
- Maintain adherence to state-mandated ratio and name tag requirements
Supports access to care and helps to improve patient outcomes through pharmacist delivered clinical care such as testing and prescribing services (e.g., COVID/Flu, Birth Control, etc.) where permissible; Empowers the pharmacy team to provide holistic care at every step in the patient care journey
2. Pharmacy Team Leadership and Management -35%
- Assumes “Pharmacist-In-Charge” responsibilities and oversees the entire pharmacy team; responsible for recruiting, interviewing, hiring, promoting, disciplining, and terminating pharmacy team members, including District Support Pharmacists assigned to home store
- Quarterbacks the pharmacy team: leads colleagues to align on the top priorities for the shift and ensures all required work is delegated, followed up on, and completed on time; directs colleagues to rotate and/or change tasks throughout the shift as required
- Observes the pharmacy team in workflow and at the register to ensure all regulations, guidelines, best practices, SOPs, and company standards are followed; provides in-the-moment feedback and coaching when needed; solicits Staff and District Support Pharmacist feedback on pharmacy team performance; delivers all required coaching/counseling, performance reviews, etc.
- Ensures pharmacy team members are starting and ending shifts promptly as scheduled; ensures pharmacy team members are taking all meal and rest breaks as required by company policy and state law
- Maintains oversight of pharmacy scheduling, ensuring the pharmacy is scheduled to demand; Reviews and responds to time off requests in a timely manner; Ensures proper timekeeping and partners with the Store Manager, where applicable; Partners with the Store Manager to proactively schedule cross-trained colleagues in the pharmacy weekly
- Documents appropriately any pharmacy team member callout or no-show; works with pharmacy team to identify and implement coverage; escalates emergent staffing issues to peers (including Store Manager) to identify adequate coverage to support operations
- Supports and oversees the training of new pharmacy team members as needed/as directed; trains new Pharmacists rotating through home store as directed; in addition, encourages Technicians to train and certify as immunizers; teaches, coaches, and oversees Tech immunizer training and skill development
- Builds a culture of safety, empowerment, and inclusion so the pharmacy team feels valued; builds psychological safety by opening the door for feedback and taking relevant action
- Reviews all internal communications, including but not limited to myWork and store email
3. Customer Service, Patient Care, and Immunizations -30%
- Positions self at pick-up and/or drive-thru (where applicable) to actively ring out patients, provide counseling, offer immunizations and other patient care services, and provide differentiated service when called for by the digital workstation assignment board and/or real-time needs of the business
- Is knowledgeable and engaging when talking to patients about our digital and loyalty offerings; welcomes and encourages patients to add front store products to their pharmacy order at pick-up; leads by example and coaches the pharmacy team to do the same
- Ensures the pharmacy team is calling the front store for register back-up (as allowed by state Board of Pharmacy guidelines) when patient lines get long; exercises judgment as to when to have pharmacy team members and then front store colleagues open additional pharmacy registers to keep patients moving
- Engages with prescribers and insurance representatives, and/or supports the pharmacy team in doing so, to resolve barriers to patient care, including prior authorization, formulary changes, copay concerns, etc.
- Ensures the pharmacy team is answering the phone and/or returning patient phone calls in a prompt and timely manner; answers the phone personally when best-positioned to do so by workflow needs
- Reviews patient feedback in myCustomer Connection (mCC) and closes the loop with patients as required
- Delivers counseling to patients and caregivers on key elements of pharmaceutical therapy, matters that in the pharmacist's professional judgment are significant, and specific points pertaining to unique patient circumstances, as directed by workflow, register prompts, and/or state regulations.
- Executes, and ensure pharmacy team executes, all patient care at pick-up prompts and offers, as well as all patient care outreach and burst calls as directed by Patient Care Central
- Offers relevant immunizations at the register and by phone to keep patients healthy; ensures pharmacy team does the same
- Delivers immunizations by appointment and when requested by walk-ins; follows all immunization program policies and procedures to ensure patient comfort, safety, and privacy during each step of the immunization process; supervises any Tech Immunizers actively vaccinating during the shift to promote safe and appropriate technique
- Regularly reviews business reporting to derive insights and improve pharmacy performance; performs root-cause analysis and creates pharmacy action plans to address workflow, inventory, service, or other operational opportunities; partners with the Store Manager, where applicable, to drive business results
Education:
High School Diploma or General Equivalent Development (GED) - required
Bachelor Degree - required
Doctorate - preferred
Other License(s): Active Pharmacist License in the state where the Store is located - required
Prior Relevant Work Experience
1 to 3 years - required
3 to 5 years - preferred
Essential Qualifications, Essential Functions & Preferred Qualifications:
Essential Qualifications and Functions:
- Active Pharmacist License in the state where the Store is located
- 1-2 years of experience as a Pharmacist
- Active National Provider Identifier (NPI)
- Not on the DEA Excluded Parties list
- Regular and predictable attendance, including nights and weekends
- Ability to complete required training within designated timeframe
Attention and Focus:
- Ability to concentrate on a task over a period of time
- Ability to pivot quickly from one task to another to meet patient and business needs
- Ability to confirm prescription information and label accuracy, ensuring patient safety
- Customer Service and Team Orientation:
- Actively look for ways to help people, and do so in a friendly manner
- Notice and understand patients’ reactions, and respond appropriately
Communication Skills:
- Use and understand verbal and written communication to interact with patients and colleagues
- Utilize active listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Mathematical Reasoning:
- Ability to use math to solve a problem, such as determining the total number of tablets to dispense, day’s supply, and/or number of full bottles and additional bottles needed to fill a prescription
Problem Resolution:
- Identifying challenging patient or colleague interactions and choosing the best course of action when faced multiple options
Physical Demands:
- Be mobile and remain upright for extended periods of time
- Lift, scan, and bag items
- Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items
- Move fingers repetitively; picking, pinching, typing, or otherwise working primarily with fingers rather than whole hand or arm
- Extend hand(s) and arm(s) multiple directions to place, move, or lift items
- Control precision; quickly adjust machines to exact positions
- Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist
- Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts
- Occasionally lift of up to 20 lbs. and/or exert up to 20 lbs. of force; Frequently lift of up to 10 lbs. and/or exert up to 10 lbs. of force; Consistently lift and/or exert a negligible amount of force to move objects.
- Express or exchange ideas by means of spoken word where detailed or important spoken instructions must be conveyed accurately
- Have the ability to receive detailed information through oral communication
Team Management and Leadership
- Lead by example and set a positive tone for the team
- Delegate tasks, empower team members, and foster a collaborative work environment
- Motivate and inspire team members to adhere to standards and achieve high performance
- Apply problem-solving skills to address challenges and find innovative solutions
- Adaptability and accountability to navigate changing circumstances and take ownership
- Coach, reinforce, encourage, provide feedback to, discipline, and/or terminate pharmacy team members
- Any additional tasks as directed by Supervisor or Manager
Preferred Qualifications:
- Completion of the Pharmacy Manager Emerging Leader (PM-EL) program
- 3-5 years of related work experience in a pharmacy, retail, medical, or customer service setting
- Ability to work in the home store, and across the market in other locations, to meet business need
Location: Murfreesboro, Tennessee
Job Type: Full-time
Pay: $65.00 - $81.00 per hour
License/Certification:
- Tennessee Pharmacist License (Preferred)
Work Location: In person
