Importance of Production - ANSWER-1. Satisfy customer refill requests
2.Respond to customer questions
3.Perform basic mainenance tasks
4.Provide
... [Show More] "exceptional" customer service
The Production Process - ANSWER-1.Acquire the Prescription label
2.Obtain the Medication
3.Perform Accuracy scan
4.Choose container
5.Count, pour, and dispense medication
6.Prepare for final verification
Other Production Tasks - ANSWER-1.Restock Pharmacy supplies(e.g vials,caps,pharmacy labels)
2.Empty the trash (RMBR: Confidential trash procedures)
3.Clean the workstation (e.g tools,countertops,shelves,etc)
Customer Phone calls - ANSWER-1. Address requests for prescription refills
2.Submit a request for refill authorization when a prescription has no remaining refills
Controlled Substances - ANSWER-1. Request Driver's license at pick-up
2.Count Medication twice. Circle and initial quantity on container
Pick-up procedures - ANSWER-1. Last name?
2.How many prescriptions?
3. Verify Address
4.Speak with a pharmacist?
5. Sign here
6.Cvs card?
7.Thankyou for shopping at CVS :)))
Insurance Check - ANSWER-1.Look up patient profile
2.F4 - Third Party Check
Action Notes - ANSWER-These will be concerning any of the following:
1.Preferred contact #
2.Insurance rejection
3. "Refill too soon"
Ready-Fill - ANSWER-A prescription that is automatically filled every month. **Look for ReadyFillElig on label for a prescription that is elligible
Input promised time - ANSWER-1.W + # of minutes if patient is a waiter
2.W + # of minutes if patient if a non-waiter
ml / oz - ANSWER-30 ml per oz
PCI - ANSWER-Patient Care Initiative
CSI - ANSWER-Customer Savings Initiative
Adherence outreach call - ANSWER-considered for a patient who is non-compliant
Prescription consolidation - ANSWER-Keeping one pharmacy per patient
Four stages of listening - ANSWER-1.Hearing
2.Paying Attention
3.Assigning Meaning
4.Deciding how you will React
Workstations - ANSWER-1. Drop- off
2.Production
3.QA (Counsel Area)
4.Pick-up
5.Drive-thru
Verbal Communication - ANSWER-1. Be Polite
2. Avoid negative words or phrases
3.Communicate clearly to the customer
Nonverbal communication - ANSWER-1. Direct eye contact
2. Positive gesturing
3. Natural posturing
4. Shoulders squared
Drive-thru - ANSWER-1. Name
2. Date of Birth
3.Preferred contact
4.Allergies
5.Pick-up time
Waiting Bin Queue(QW) - ANSWER-A view of all the prescriptions waiting to be picked up
Queue All(QA) - ANSWER-View everything?
Technician Queue(QT) - ANSWER-?
Navigation Bar - ANSWER-Press the HOME key on the Navigation bar
F9 - ANSWER-Opens the HELP screen on the RX system
ALT +F2 - ANSWER-Access a second window on the RX system
Patient Search - ANSWER-LAS,FIR,BIRTHDATE
"New Rx" - ANSWER-Press Spacebar to view multiple pages under #Patient Profile#
"Status" - ANSWER-#Inactive, In-process, On-hold, DUR Rx, Expired#
Refills Remaining, Quantity Remaining - ANSWER-RR - Refills to the number of refills remaining
QR - Refers to the quantity of drug remaining
How can you edit information in the Patient Profile - ANSWER-e.g contact # and address [Show Less]