Podcast
Questions and Answers
What are the important tasks in production at CVS Pharmacy? (Select all that apply)
What is the first step in the production process?
Which of the following are tasks related to other production tasks? (Select all that apply)
Which of the following is a requirement when handling controlled substances?
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What information is typically required for pick-up procedures? (Select all that apply)
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What does PCI stand for?
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What is the Ready-Fill system?
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Nonverbal communication is not important in customer interactions.
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What does the F9 key do on the RX system?
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Match the terms with their definitions:
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How can you edit information in the Patient Profile?
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Study Notes
Importance of Production
- Satisfying customer refill requests is essential for service quality.
- Responding to customer inquiries improves overall customer satisfaction.
- Performing basic maintenance tasks ensures a clean operational environment.
- Providing "exceptional" customer service fosters loyalty.
The Production Process
- Begins with acquiring the prescription label to ensure accuracy.
- Medication must be obtained before further processing.
- An accuracy scan is performed to confirm correct medication.
- Selecting the appropriate container is critical for dispensing.
- Counting, pouring, and dispensing medication involves careful measurement.
- Preparation for final verification is crucial before handing over medication.
Other Production Tasks
- Restocking pharmacy supplies like vials and labels supports efficient operations.
- Confidential trash procedures must be followed when emptying trash.
- Cleaning workstations, including tools and countertops, maintains hygiene.
Customer Phone Calls
- Addressing prescription refill requests is a primary responsibility.
- If no refills remain, submitting requests for refill authorization is necessary.
Controlled Substances
- A driver's license must be requested at medication pick-up for identity verification.
- Medication quantities are counted twice and need marking for accountability.
Pick-up Procedures
- Initial inquiries include last name and number of prescriptions.
- Address verification is essential for accurate dispensing.
- A discussion with the pharmacist may occur upon request.
- Signing confirmation and asking for a CVS card are part of the check-out process.
- Expressing gratitude reinforces a positive shopping experience.
Insurance Check
- Patient profiles must be looked up for processing insurance details.
- Utilizing F4 initiates a third-party check for insurance validation.
Action Notes
- Important notes may include preferred contact number, insurance rejections, and "refill too soon" situations.
Ready-Fill
- A prescription filled automatically every month; eligibility indicated by "ReadyFillElig" on the label.
Input Promised Time
- Different times are noted for patients waiting and non-waiting.
Measurement Conversion
- 30 ml is equivalent to 1 oz.
Patient Care Initiative (PCI)
- A program designed to enhance patient care experiences.
Customer Savings Initiative (CSI)
- A program aimed at providing savings to customers.
Adherence Outreach Call
- Targeted at patients who exhibit non-compliance with medication regimens.
Prescription Consolidation
- Keeping a single pharmacy as the point of service for each patient simplifies management.
Four Stages of Listening
- Hearing: the basic act of perceiving sounds.
- Paying Attention: actively focusing on the communication.
- Assigning Meaning: interpreting the information received.
- Deciding How to React: planning the next steps in response.
Workstations
- Different areas include drop-off, production, QA (Counsel Area), pick-up, and drive-thru.
Verbal Communication
- Being polite and avoiding negative language is essential for effective communication.
- Messages should be clear and easily understood by customers.
Nonverbal Communication
- Techniques include direct eye contact, positive gestures, and natural posture for better engagement.
Drive-Thru Procedure
- Essential information includes name, date of birth, preferred contact, allergies, and pick-up time.
Waiting Bin Queue (QW)
- Displays all prescriptions currently waiting to be picked up.
Queue All (QA)
- Provides a view of all items in the system.
Technician Queue (QT)
- Displays specific information related to technician tasks.
Navigation Bar Functions
- The HOME key opens up the main navigation interface.
F9 Key Function
- Pressing F9 opens the HELP screen on the RX system.
ALT + F2 Key Function
- This combination allows access to a second window on the RX system.
Patient Search Method
- Use the combination of last name, first name, and birthdate for patient lookup.
"New Rx" Viewing
- Pressing the Spacebar provides access to multiple pages under the patient profile section.
Status Categories
- Status can include inactive, in-process, on-hold, DUR Rx, and expired medications.
Refills and Quantity Remaining
- RR denotes the number of refills left, while QR indicates the quantity of medication remaining.
Editing Patient Profile Information
- Information like contact numbers and addresses can be updated directly in the system.
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Description
Test your knowledge about the pharmacy production process and the importance of exceptional customer service at CVS. These flashcards cover key concepts, processes, and customer service standards crucial for pharmacy operations.
