Jonathan Lee

Lead with Heart – display empathy and compassion for your patients, customers, caregivers and colleagues on your team
Motivate, inspire and develop your Pharmacy Support Staff by balancing assignments that maximize colleagues’ strengths, address development opportunities and decrease knowledge gaps
Identify critical business opportunities and meaningful solutions to drive growth and improve performance in your pharmacy
Successfully implement those solutions by leading your team to achieve specified goals
Adapt to change and adjust plans to thrive in a dynamic community healthcare setting
Seek new ways to grow, collaborate with others and deliver better outcomes
Align others around purpose to gain support and commitment
Facilitate a ‘team’ culture that promotes caring, energy, enthusiasm and pride
Apply acquired knowledge to help drive healthy outcomes and differentiate CVS from competitors

Provides comprehensive patient care to customers by processing and accurately dispensing prescription orders; administering immunizations; and administering other programs developed by Walmart, in compliance with Board of Pharmacy statutes/regulations

Drives sales and profit in the Pharmacy and OTC areas by ensuring effective merchandise presentation, including accurate and competitive pricing, proper signing, in-stock and inventory levels, budgeting and forecasting sales, developing and maintaining cross functional relationships, and assessing economic trends and demographics

Models, enforces, and provides direction and guidance to Associates on proper Customer service approaches and techniques to ensure Customer needs, complaints, and issues are successfully resolved within Company guidelines and standards

Oversees the implementation of and participates in community outreach programs and encourages Associates to serve as a good member of the community

Ensures compliance with Company and legal policies, procedures, and regulations for assigned areas by analyzing and interpreting reports, implementing and monitoring loss prevention and safety controls, overseeing safety, operational, and quality assurance reviews, developing and implementing action plans, and providing direction and guidance on executing Company programs and strategic initiatives

Provides supervision and development opportunities for Associates in assigned areas by selecting, training, mentoring, assigning duties, providing performance feedback, providing recognition, and ensuring diversity awareness

Ensures confidentiality of information, documentation, and assigned records as required by Company policies, and local, State, and Federal guidelines

Make Informed Judgments: Uses relevant business metrics, analyses, and reports to measure, monitor, and improve performance

Identifies and applies sound, fact-based criteria in setting priorities and making decisions

Looks beyond symptoms to determine the root causes of problems, and identify and implement applicable solutions

Integrates knowledge and expertise in making fact-based recommendations and decisions

Analyzes data and information, and develops plans to exceed customer/member expectations

Sponsors initiatives and practices that provide customers/members with desired products, services, and experiences and that grow the business

Ensures customers/members receive the level of service that builds their trust and confidence

Removes barriers to delivering customer/member value, service, and support

Execution and Results: Ensure Execution and Achieve Results: Conveys a sense of urgency in ways that motivate others to complete responsibilities and achieve goals
Pursues the achievement and alignment of measurable and meaningful goals

Leverages resources and talent to achieve business goals

Prioritizes and balances time, actions, and projects to ensure accomplishment of results

Monitors progress of others and redirects efforts when goals change or results are not met

Planning and Improvement: Ensure Planning and Improvement: Sets clear expectations, performance measures, and goals, and helps others do the same

Plans for and ensures others have the information, resources, implementation time, and talent needed to accomplish business initiatives

Identifies and plans for improvement in performance using key business metrics

Develops and communicates logical, convincing reasons, including lessons learned, to build support for one's viewpoints and actions

Involves others in decisions and plans that affect them, when appropriate

Ensures business priorities, change initiatives, and organizational information are communicated in clear and compelling ways

Promotes the exchange of diverse experiences and ideas within own organization

Actively communicates, trains, and guides associates on compliance with policies and procedures

Maintains an environment that promotes and reinforces the highest standards of integrity and ethics

Anticipates potential issues and takes action to enhance compliance

Seeks exposure to new ideas and perspectives

Identifies and takes steps to improve adaptability and continuous learning capabilities in own organization

Builds trusting, collaborative relationships and alliances with others, inside and outside of the organization

Promotes a team-based work environment that respects, embraces, and values diversity in others

Manages Pharmacy Operations: Conducts Associate meetings to identify and respond to their needs, concerns, and issues related to pharmacy products or services and to share information related to new initiatives

Ensures pharmacy operations are aligned with Company and regulatory (for example, HIPAA, SOP, QA) policies, standards, and procedures

Ensures adherence to proper policies and procedures for advising on, verifying, and dispensing products and Customer, insurance, and licensure issues

Documents information on changes in pharmaceutical products and procedures, and new ideas, approaches, and processes and shares the information with Associates and Managers

Regularly monitors the inventory flow process to identify merchandise that needs to be ordered

Ensures proper execution of inventory flow processes

Monitors and evaluates the facility to identify and address problems with inventory flow

Develops talent plans for own organization targeted at increasing effectiveness, building diversity, and enhancing bench strength

Manages roles, assignments, and developmental opportunities to maximize organizational performance

Ensures people processes (for example, selection, development, performance evaluation) lead to effective associate performance and desired results throughout own organization

Monitors associate performance and provides constructive feedback that is specific, honest, accurate, and timely

Provides learning opportunities, guidance, and support in the development of associates

Demonstrates sound financial management skills, including interpreting, analyzing, and explaining financial data and information

Manages budgets and ensures budgets and financial performance are aligned with business strategic requirements

Ensures assets, liabilities, revenues, and operating expenses are accounted for and reported

Complies with Company financial policies and procedures

Compiles and evaluates financial data to ensure operating procedures meet business needs

Monitors financial data and trends to identify and respond to market changes and other areas of opportunity
Creates a culture of patient care, safety, and accuracy

Communicates clear expectations regarding quality of care and patient safety

Ensures others are held accountable for following standard operating procedures (SOP) and achieving expected quality and patient safety goals

Ensures counseling (providing information related to the health service provided) occurs on new therapy (new items) and as requested by patients or required by practice or state regulations, including appropriate documentation

Analyzes and identifies areas of improvement needed and implements intervention steps to improve team knowledge and focus on patient safety and risk reduction

Promotes reporting and transparency of errors whether actual or patient perceived

Writes timely and effective plans of action focused on identification and correction of root cause

Compliance Focused Execution-Facility: Creates and fosters an environment centered on health care compliance execution

Actively communicates, trains, and guides the processes for completion and follow-up on compliance initiatives to associates within Health & Wellness and other associates as applicable to the respective health care business

Implements compliance initiatives and priorities and monitors compliance execution by others

Ensures appropriate operational execution of billing procedures, HIPAA compliance adherence, and Standard Operating Procedures (SOP)

Utilizes auditing processes to identify compliance issues and implement processes for improvement.

Provides pharmaceutical care to Customers, including processing and accurately dispensing prescription orders, counseling Customers regarding health care and prescription medication needs, maintaining confidential information, maintaining controlled medication and required documentation.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models, enforces, and provides direction and guidance to Associates on proper Customer service approaches and techniques to ensure Customer needs, complaints, and issues are successfully resolved within Company guidelines and standards.

Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Ensures compliance with Company and legal policies, procedures, and regulations for assigned areas by analyzing and interpreting reports, implementing and monitoring loss prevention and safety controls, overseeing safety, operational, and quality assurance reviews, developing and implementing action plans, and providing direction and guidance on executing Company programs and strategic initiatives.

Maintains confidential information, documentation, and assigned records as required by Company policies, and local, State, and Federal guidelines.

Provides comprehensive patient care to customers by processing and accurately dispensing prescription orders; administering immunizations; and administering other programs developed by Walmart, in compliance with Board of Pharmacy statutes/regulations.

Customer/Member Centered: Meet Internal and External Customer/Member Needs: Identifies the requirements, expectations, and needs of customers/members. Supports and aligns with initiatives, goals, and actions focused on improving customer/member service. Addresses the concerns and issues of internal and external customers/members. Uses customer/member data, analyses, and insights to improve customer/member-related decisions.

Judgment: Demonstrate Professional Judgment: Researches and integrates relevant information and data, and uses expertise to make recommendations or decisions. Identifies and applies sound, fact-based criteria in setting priorities and making decisions. Uses business measures and analyses to identify improvement opportunities. Probes and looks beyond symptoms to determine the root causes of problems and identify possible solutions.

Execution and Results: Focus on Execution and Results: Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performance. Effectively uses existing processes and tools to achieve performance objectives. Uses and explains major process steps to manage time, resources, and challenges to meet goals.

Planning and Improvement: Plan for and Improve Performance: Develops and implements plans, practices, and processes to better achieve organizational goals. Develops contingency plans to manage or eliminate potential problems. Identifies and recommends ways to continually improve and streamline processes and practices.

Influence and Communicate: Build Influence: Develops and presents logical, convincing reasons in support of one's perspectives and initiatives. Proactively shares relevant information and timely updates with appropriate people. Listens attentively and asks questions to ensure understanding. Researches information for and prepares documents and presentations that effectively convey relevant information in a timely manner.

Ethics and Compliance: Model Ethics and Compliance: Complies with policies and procedures. Demonstrates ethical performance. Supports efforts to enforce compliance with policies and procedures.

Adaptability: Adapt Professionally: Demonstrates creativity and strength in the face of change, obstacles, and adversity. Adapts to competing demands and shifting priorities. Updates and shares knowledge and skills to keep current in one's area of expertise. Embraces change and supports its implementation.

Build Relationships: Form Relationships: Builds trusting, collaborative relationships and alliances across functional and organizational boundaries. Relates to others in an accepting and respectful manner, regardless of their organizational level, personality, or background. Collaborates with people from diverse backgrounds, experiences, and functional areas to discover new perspectives.

Quality Patient Care-Facility: Creates a culture of patient care, safety, and accuracy. Communicates clear expectations regarding quality of care and patient safety. Ensures others are held accountable for following standard operating procedures (SOP) and achieving expected quality and patient safety goals. Ensures counseling (providing information related to the health service provided) occurs on new therapy (new items) and as requested by patients or required by practice or state regulations, including appropriate documentation. Analyzes and identifies areas of improvement needed and implements intervention steps to improve team knowledge and focus on patient safety and risk reduction. Promotes reporting and transparency of errors whether actual or patient perceived. Writes timely and effective plans of action focused on identification and correction of root cause.

Compliance Focused Execution-Facility: Creates and fosters an environment centered on health care compliance execution. Actively communicates, trains, and guides the processes for completion and follow-up on compliance initiatives to associates within Health & Wellness and other associates as applicable to the respective health care business. Implements compliance initiatives and priorities and monitors compliance execution by others. Ensures appropriate operational execution of billing procedures, HIPAA compliance adherence, and Standard Operating Procedures (SOP). Utilizes auditing processes to identify compliance issues and implement processes for improvement

Ensures confidentiality of information, documentation, and assigned records as required by Company policies, and local, State, and Federal guidelines.
Provides Pharmacy products and services to Customers in accordance with local, state, and federal laws and Company policies and procedures by assisting with processing prescription and/or over-the-counter (OTC) orders and purchases, stocking and securing Pharmacy supplies and merchandise, entering prescription information and/or filling prescriptions, completing, maintaining, and securing paperwork, forms, and required documentation.
Provides customer service by acknowledging the customer, identifying customer needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns, and promoting products and services, while maintaining a safe shopping environment.
Operates equipment, such as cash registers and related tools, to process customer purchases using appropriate procedures for different payment types and items sold.
Receives and stocks merchandise/supplies from distribution centers and suppliers and organizes and maintains the Pharmacy area by following Company procedures, utilizing equipment appropriately, merchandising, and completing and retaining required paperwork, logs, and other documentation.
Maintains the Pharmacy area in accordance with Company policies and procedures by properly handling claims and returns, zoning the area, arranging and organizing merchandise/supplies, identifying shrink and damages, and ensuring a safe work environment.
Maintains merchandise presentation in the Pharmacy by stocking and rotating merchandise, removing damaged or out-of-date goods, setting up, cleaning, and organizing product displays, signing and pricing merchandise appropriately, and securing fragile and high-shrink merchandise.