High Volume Workload Management
During the peak COVID-19 vaccine rollout at Walmart Pharmacy, I was called back into work after completing my shift because the pharmacy was extremely backed up on calls and overwhelmed with high patient volume. A floater pharmacist was on duty, and the team was struggling to keep up.
My responsibility was to quickly triage the chaotic situation, organize the workflow, and ensure critical patient needs were met without compromising safety or accuracy.
I assessed the backlog and reassigned staff members to their strongest areas — placing the most experienced technicians on vaccine administration and prescription filling, while I handled input, drop-off, and phone calls. I prioritized in-store customers, vaccine appointments, and time-sensitive medications such as antibiotics. I clearly communicated realistic wait times to drop-off customers and kept everyone informed to manage expectations.
The pharmacy team regained control of the workflow within the first hour. We successfully processed all vaccine patients on schedule, filled essential prescriptions without major delays, and maintained strong customer service even during the high-pressure period. Patients appreciated the clear communication, and the floater pharmacist commended the team for turning around a very challenging shift.