Kerry Ladd

Walgreens

Oak Harbor, WA

05.2000 - Current

Customer Experience and Patient Care

Engages customers and patients by providing personalized service, answering non-clinical inquiries, and addressing concerns to ensure a positive experience.
Models and shares best practices in customer service, fostering strong relationships with patients and caregivers.
Enhances customer experience by promoting and facilitating healthcare services, including immunizations, and health screenings.

Operations & Compliance

Manages pharmacy workflow, ensuring efficiency and adherence to company policies, state, and federal regulations.
Assists pharmacists in patient care delivery, including prescription data entry, medication preparation, and patient registration.
Oversees inventory management, ensuring proper stock levels and preparing for annual inventory audits.
Leads the rollout of new technology and process improvements, driving operational excellence and team engagement.
Ensures accurate insurance claim processing, resolving payment issues, and assisting with third-party audits.
Maintains security and compliance by monitoring for diversion, reporting concerns, and adhering to asset protection protocols.

People & Performance Management

Leads and develops pharmacy technicians, overseeing hiring, training, scheduling, and performance management.
Holds team members accountable for compliance with company policies, legal requirements, and training completion.
Conducts performance evaluations and enforces constructive discipline policies to maintain high standards of service.
Supports licensure verification and compliance for all pharmacy team members, ensuring adherence to regulatory requirements.

Financial & Business Management

Creates and maintains pharmacy budgets, aligning financial goals with operational needs.
Supports Store and Pharmacy Managers in analyzing financial performance and seeking improvements in efficiency and customer service.
Manages community outreach initiatives, coordinating pharmacist participation in off-site immunization clinics and events.

Summary