Patient Experience Manager Jobs in Puerto Rico (NOW HIRING)

Job Summary:

Provides empathetic pharmacy consulting services to patients regarding the effective use of medications and drug interaction awareness. Offers preventive and clinical healthcare services, including immunizations, diagnostic testing, and patient outcome services. Ensures prescribed medications are compounded, reviewed, dispensed, and verified accurately according to regulatory guidelines and company policies and procedures. Manages an efficient pharmacy workflow and improves pharmacy financials, manages inventory effectively, and enhances patient experience. Manages pharmacy staff performance and engagement. Ensures the professional development of pharmacy staff by overseeing training, focused coaching, and executing formal performance management initiatives.

Job Responsibilities:Patient Experience

• Engages patients by greeting them and offering assistance with products and services. Resolves patient issues in a timely manner and answers questions to ensure a positive patient experience.
• Models and shares customer service best practices with all team members to deliver a distinctive and joyful patient experience, including interpersonal habits that show care (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., demonstrating curiosity to identify needs and proactively helping, servicing until satisfied, championing empathy and inclusivity, etc.).
• Connects with patients by anticipating needs and proactively offering services. Leads efforts on enhancing patient experience by increasing awareness of healthcare services offered through Walgreens (e.g. patient consultation, medication management, drug therapy reviews, and perform clinical, or wellness services such as immunizations, diagnostic testing, and patient outcomes services) thereby promoting the shift of the Walgreen's pharmacy role from transactional to interpersonal.
• Participates and assists in events that reflect the unique communities we serve as requested by Store Manager, Healthcare Supervisor, or District Manager.

Operations

• Counsels patients and answers questions regarding usage of medicine, side effects, interactions, contraindications, patient information privacy, generics, less expensive medicines, and over-the-counter products. Refers to the medical provider, as needed, to ensure medication is taken correctly, health needs are addressed, and patient is satisfied with service.
• Performs pharmacist tasks including compounding, drug therapy reviews, verification, and medication management.
• Reviews, interprets, and accurately dispenses prescribed medications, as required.
• Ensures the pharmacy operates in accordance with regulations, company policies and standards. Establishes procedures that promote the efficient workflow of the pharmacy including overseeing staff scheduling, assigning roles, coordinating activities, and soliciting team member suggestions. Responsible for opening and closing the pharmacy and shift changes.
• Ensures the use of all elements of the Good Faith Dispensing policy in conjunction with state and federal controlled substance laws when filling prescriptions. The Product Review/Retail Fill Process Pharmacist is responsible for ensuring that elements of Good Faith are present.
• Collaborates with Store Manager to define and develop new strategic business opportunities.
• Maintains information technology knowledge of pharmacy systems including workflow, prescription fulfillment, billing, clinical documentation, training, inventory management, and point of sale registers. Supports pharmacy staff and patients with information technology. Finds opportunities to improve productivity
• Ensures insurance claims are processed accurately to prevent payment rejections. Resolves patient issues by working with insurance companies and medical providers and conducting or participating in third party audits.
• Follows-up with medical providers to clarify prescribed medications, dosages, refills, interactions, and allergies to suggest alternative medications, and answer medical provider questions. diagnostic testing, disease state management and other healthcare services.
• Performs clinical and wellness services such as immunizations, diagnostic testing, disease state management, and other healthcare services
• Partners with centralized support for patient registration, exception resolution, and assists with resolving patient issues. In virtual environments, conducts virtual product review by following specific company procedures and guidelines
• Manages the maintenance, housekeeping, and improvement of the pharmacy department including repairs, cleaning, new equipment, and layout changes to ensure a functioning, presentable and efficient pharmacy.
• Prepares and submits all records, reports, and other documentation as required by state and federal laws to run the pharmacy business (e.g., operating statements, performance indicator reports, supervision notes, deletions, transfers.)

People & Performance Management

• Collaborates with Store Manager on pharmacy staff hiring, carries out discipline and termination, as necessary, and ensures compliance with employment laws.
• Partners with Store Manager to establish expectations and goals, promote teamwork and foster a shared vision. Monitors and recognizes improvements in pharmacy staff by implementing rewards programs. Manages pharmacy staff performance by overseeing the training of pharmacy staff (e.g., using the correct processes and tools) and conducting formal performance reviews.
• Identifies high potential team members and proactively collaborates with Store Manager to manage career progression.
• Addresses employee relations concerns. Maintains team member morale by checking on employee welfare, addressing complaints and conflicts, and ensuring positive employee management relationship.

Training & Personal Development

• Maintains required licensing/credentialing/certification as established by federal and state regulations to provide clinical services.
• Maintains and enhances current knowledge and skills related to pharmacy and healthcare by reading pharmacy related journals and Walgreens publications and communications. Maintains awareness of developments in retail and management areas and pursues best practices to enhance business acumen and pharmacy performance.
• Completes education credits and training, including learning modules, as required by the Company
• Seeks professional development by monitoring own performance, solicits constructive feedback, and leverages Healthcare Supervisor and Store Manager as mentors and coaches.

Communications

• Supports the Store Manager by communicating relevant corporate health and wellness services or strategy information to pharmacy staff.

Business Performance Management

• Analyzes performance data including pharmacy financials, customer service, and inventory. Manages pharmacy asset protection activities and oversees inventory management. Identifies pharmacy performance trends and opportunities for improvement.

Business Planning

• Develops and maintains good relationships with local medical community including physicians, nurses, and other health care providers. Reaches out to the community to promote the pharmacy business and further enhance growth opportunities. Supports Store Manager in expanding health and wellness awareness in the community

Basic Qualifications

• BS in Pharmacy or Pharm D Degree from an accredited educational institution.
• Current pharmacist licensure in the states within the district.
• Certified Immunizer or willing to become an immunizer within 90 days of hire.
• At least 1 year pharmacy experience including prescription filling, recordkeeping, legal compliance, pharmacy operations, pharmacy software and technology systems and insurance billing. (Some states may require more specific pharmacy experience in which case those requirements would take precedent).
• Experience performing prescription dispensing activities that demonstrate a strong working knowledge of applicable state and federal controlled substance laws.
• An average rating of at least 3.0 on the leadership behaviors on the last performance review if one is on file, and no written disciplinary actions in the last 12 months (Internal candidates only).

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Preferred Qualifications

• Supervisory experience planning, organizing, and directing the work of pharmacy staff.
• At least 6 months pharmacy experience with Walgreen Co.
• An average rating of 3.7 or above on the leadership behaviors on the last performance review if one is on file. (Internal candidates only)

An Equal Opportunity Employer, including disability/veterans

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled.

Salary Range: Pharmacy Manager $56.45/hr - $69.00/hr