SUMMARY: Primary responsibility is to Take Excellent Care Of Our Customers by satisfying each customer's needs, exceeding their expectations, and making every shopping visit a pleasant and satisfying experience. This requires a defined level of management skills, product knowledge, sales ability, customer relations skills, and cooperation with fellow associates.
Is responsible for assisting the Pharmacy Manager with the operation, direction, coordination, and evaluation of the department. Carry out supervisory responsibilities in accordance with Harris Teeter's policies and applicable laws. Responsibilities may include training associates; planning, assigning, and directing work; addressing complaints and resolving problems.
Pharmacists are health practitioners who specialize in dispensing of drugs and providing information to our customers about drug side effects and use. Pharmacists must understand the compositions of medicines/drugs, as well as the laws that regulate their manufacture and sale. Is also responsible for ensuring that the Pharmacy Department adheres to all State & Federal laws and regulations as well as Harris Teeter standards and policies.
Customers are among our Company's most valuable assets. Each of you represents Harris Teeter to our customers and the public. The way we do our jobs presents an image of our entire Company. Customers judge us by how they are treated each time they have contact with us. Therefore, one of our top business priorities is to assist any customer or potential customer. Nothing is more important than being courteous, friendly, helpful, and prompt in the attention you give to customers.
Harris Teeter will provide customer service training to all associates who have extensive customer contact. If a customer wishes to make a specific comment or complaint, you are required to direct that person to the manager-on-duty for appropriate action. Remember that your contacts with the public in person, over the telephone, and through all your communications reflect not only on you but also on Harris Teeter as a whole. Positive customer relations will not only enhance the public's image of Harris Teeter, but also pay off in greater customer loyalty and increased sales and profit.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Your primary job function is to personally perform the first set of functions while ensuring that all Pharmacy Department associates also perform them. Additional essential job functions are listed under SUPERVISORY JOB FUNCTIONS.
Initiate interaction with customers on the sales floor and Pharmacy counter. Ask the customers questions regarding their shopping needs. Provide customers information needed to meet their wants, needs, and requirements. Follow through on customer requests.
Ø Your job performance is required to demonstrate the highest level of customer service. Never be rude to a customer under any circumstance.
Ø Follow through on customer requests. If you cannot say "yes" to a customer's request, bring in the manager-on-duty. Never turn down business.
Ø Make eye contact with and smile at every customer.
Ø Speak to customers in a genuine, clear, and enthusiastic manner and ask if they found everything they were looking for.
Evaluate medication/prescription orders, conduct interviews with customers and/or their caregivers, consult with other health care professionals and insurance providers, and dispense medications.
Supervise, coordinate and check work performed by pharmacy technicians.
Ensure that professional standards, regulations, laws, and applicable guidelines and/or protocols are met.
Be immunization-certified to administer immunizations/vaccinations such as flu shots and any other vaccine or immunization as listed in the approved 'standing physician orders'. Obtain their immunization/vaccination certification through the American Pharmacists Association's certified training program. Following certification, all pharmacists must administer immunizations/vaccinations and must do so in compliance with legal and regulatory standards.
Must be Cardio-Pulmonary Resuscitation (CPR)-certified and obtain CPR certification through an accredited organization."
Fulfill the pharmaceutical needs of all customers by providing prompt, professional, and courteous service.
Immediately report ALL prescription errors to the Director of Pharmacy, the Pharmacy Manager, and the Store Manager. Assist in the completion of the Prescription Quality-Related Event [QRE] form as appropriate.
Comply with all State & Federal Regulations governing the operation and practice of Pharmacy including but not limited to: Dispensing of prescriptions; Record keeping; Drug recalls; Security; and Sanitation.
Reflect an appropriate business image to customers and visitors. How you dress, your grooming and personal cleanliness standards all contribute to that image and also to the morale of your fellow associates. During business hours or whenever representing Harris Teeter, you are expected to present a clean, neat, and tasteful appearance. You are required to always dress and groom yourself according to our Company policy that reflects accepted conservative norms.
Be reliable and punctual by reporting for work on time and as scheduled. When you are absent or late, it places a burden on other associates and can impact productivity and service. In the rare instances when you cannot avoid being late or are unable to work as scheduled, notify your supervisor or Manager-on-duty two (2) hours in advance of your scheduled start time so that appropriate arrangements can be made.
Check in vendors according to standards.
Keep Our Shelves Properly Stocked. Stock product according to standards and in a manner that maximizes sales and minimizes shrink. Achieve and maintain an adequate inventory to supply customer demand while adhering to inventory budgets.
Adhere to all company policies, procedures, and programs. Maintain confidentiality of all pertinent information and any other materials or records regarded or designated as "CONFIDENTIAL".
Achieve thorough knowledge of trade area, customers and competition. Inform the Pharmacy Manager and Store Manager of any opportunities that may enhance our image and promote additional sales.
Stay informed of all operational and procedural changes relating to the Pharmacy, and ensure that all appropriate staff members are also informed.
Suggest new, creative and innovative ideas to improve the operation and results of the Pharmacy or Store.
Pursue opportunities to become involved or participate in community activities, health fairs, etc., with the approval of Store, Regional or Corporate Management.
Ensure that Third party adjudication results in a positive profit margin.
Check merchandising displays regularly to ensure the availability of advertised items and/or samples. Prepare, display, and offer daily samples according to standards.
Inform management of the lack of advertised items and/or samples, incorrect prices, missing signs, departmental changes, and/or other situations as appropriate.
Sell Only Fresh Products. Follow Harris Teeter standards regarding product preparation, merchandising, rotation, dating, and markdown standards and guidelines.
Keep Our Stores Clean. Comply with Health Department standards, regulations, and requirements. Follow Harris Teeter sanitation standards and procedures. Keep counters and drug contact surfaces clean at all times, refrigerator glass & windows wiped, floors swept and mopped, garbage emptied, displays well merchandised and neat.
Communicate in English with customers and fellow associates regarding requests, current sales promotions, marketing campaigns, and essential products. When a customer asks where a product is located, take the customer to the product.
Be knowledgeable of and perform fixed activities when business is light. (i.e. sweeping, cleaning, blocking, straightening, etc.)
Answer telephones by saying "Harris Teeter Pharmacy [store name], this is [name], may I help you?" and provide requested information in a polite and professional manner. Respond back to people on "hold" in a timely manner.
Understand the overall Pharmacy Department operation. Complete paperwork accurately and maintain proper records.
Follow all safety regulations and help keep the store free of dangerous situations. Immediately inform store management of all accidents and/or safety hazards. Record accidents and safety hazards in the designated log.
Ensure that chemicals are handled, mixed, and applied according to directions and in compliance to the Hazard Communication Program Manual.
Adapt to various situations and adjust to shifting priorities. Be flexible and able to perform multiple tasks. Balance taking direction with taking initiative and demonstrate the flexibility required to accomplish the duties of the entire shift.
Provide assistance to fellow associates to complete daily tasks.
Establish a working and shopping environment of trust, respect, and integrity.
Take Excellent Care Of Your Fellow Associates. Be a team player. Support and assist your fellow associates without complaint. Be open to new ideas and opportunities. Follow through with any special requests or recommendations from management. Practice positive associate relations. Be sensitive to the needs and concerns of all associates and treat them in a fair and consistent manner while fostering trust, respect, and integrity throughout the company.
Comply with Company standards, policies, and procedures.
Perform essential job functions throughout scheduled hours.
SUPERVISORY JOB FUNCTIONS
Manage the department as to maximize gross profit and minimize operating expenses. Be knowledgeable of department and store sales and profit objectives.
Review and analyze all financial reports and data. Make timely and effective decisions based on this analysis. Forecast sales and sales per labor hour for upcoming week and effectively schedule associates. Assign duties to associates.
Monitor and analyze sales and labor hours used on a daily and weekly basis. Make timely and effective decisions based on this analysis.
Perform duties of all direct reports when appropriate.
Maintain overall department conditions to meet Harris Teeter Standards.
Order product to minimize out-of-stocks and maintain designated inventory levels. Ensure that items listed on the order register are actually received. Secure credits when appropriate.
Listen to both customer and associate complaints, and resolve problems to restore and promote good public relations.
Ensure that the Pharmacy department's inventory levels support the customers' requests and their Rx needs. Ensure the accuracy of the inventory and invoice check-in processes. Correctly conduct period inventories according to standards and established procedures.
Promote the efficient operations of the store following the procedures detailed in Harris Teeter's Pharmacy Reference manual.
Record and follow up on any in-store maintenance. Ensure that situations are resolved and not recurring problems.
Execute approved department opening and closing procedures and ensuring that all operational standards are met.
Ensure all associates receive appropriate break and meal periods.
Ensure new Pharmacy associates are properly oriented to your department and understand their benefits package. Professionally communicate expectations to associates and ensure they are properly trained to perform their jobs. Encourage and make time for cross training.
Maintain integrity in the Job Posting system by following the policy and by ensuring that all new associates are aware of the process.
Convey timely information to the associates regarding current promotions and marketing campaigns. Explain to associates why changes were made in operating procedures.
Have a working knowledge of the mission and goals of your department, your store, and your Company. Discuss these with your associates on a daily basis.
Keep your promises to customers and fellow associates. Respond to questions in a timely and proper manner.
Ask for the opinion and suggestions of your associates where appropriate. Encourage associates to make suggestions for process improvements. Ensure they receive recognition for their ideas.
Recognize exemplary job performance. Acknowledge positive job performance daily. Fairly evaluate associates' performance on their evaluations.
Address performance problems or record associates' out of the ordinary behavior when it occurs, using the Constructive Advice forms. Discuss behavior and possible corrective action with associates to create an action plan according to prescribed procedure. Sign off on the documents with those associates involved and submit to regional staff for review.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE. Diploma (BS, Pharmacy Diploma or Ph.D.) from accredited College of Pharmacy.
CERTIFICATES, LICENSES, REGISTRATIONS. Original Pharmacist License and Current Annual Renewal Certificate from appropriate State Board of Pharmacy. Good standing with State Board of Pharmacy. All pharmacists must be certified through APhA's national immunization program and obtain CPR training through an accredited organization. Complete Company's training including but not limited to: new hire orientation, customer service network, safety, and product knowledge.
LANGUAGE SKILLS. Ability to read, analyze, and interpret [in English] general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to read and comprehend complex instructions, short correspondence, and memos [in English]. Ability to write simple correspondence [in English]. Ability to effectively present information in one-on-one and small group situations to customers, vendors, and other associates of the organization who only speak English.
MATHEMATICAL SKILLS. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS. To perform this job successfully, an individual should have knowledge of Accounting software; Internet software; Inventory software; Spreadsheet software and Word Processing software.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequently - near constant work Up to 5 lbs
Intermittently - up to several times an hour Up to 10 lbs
Occasionally - up to several times a shift Up to 20 lbs
The National Institute of Occupational Safety and Health (NIOSH) has published guidelines for safe lifting. Based on those, Harris Teeter requires our associates to obtain assistance from a second associate ("team lifting") when lifting any case or object weighing 50lbs or greater. Harris Teeter also recognizes that some associates may need to obtain assistance with weights under 50lbs, and encourages team lifts for any weight that an associate feels uncomfortable lifting by themselves.
While performing the duties of this job, the associate is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The associate is occasionally required to climb or balance and stoop, kneel, or crouch. The associate must frequently lift and/or move up to 5 pounds, intermittently lift and/or move up to 10 pounds, occasionally lift and/or move up to 20 pounds, and reach from 6 to 72 inches. Specific vision abilities required by this job include close vision, and depth perception.
WORK ENVIRONMENT. The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate may occasionally be exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually moderate.
COMPENTENCIES. To perform the job successfully, an individual is required to demonstrate the following competencies:
Ø Analytical Collects and researches data; Uses intuition and experience to complement data.
Ø Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Demonstrates attention to detail.
Ø Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Ø Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Ø Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Ø Interpersonal Skills - Is never rude; Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Ø Oral Communication - Speaks English clearly and persuasively in positive, negative, and in emergency or other situations in which individuals must speak a common language to promote safety; Listens and gets clarification; Responds appropriately to questions; Demonstrates group presentation skills; Participates in meetings.
Ø Written Communication - Writes clearly and informatively in English; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret English-written information.
Ø Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Ø Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
Ø Change Management - Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Ø Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Ø Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Ø Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
Ø Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Ø Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition.
Ø Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Ø Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ø Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Ø Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities.
Ø Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Ø Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Ø Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Ø Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Ø Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Ø Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Ø Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Ø Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Ø Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Ø Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
Ø Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Ø Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.