CVS Pharmacy Technician Exam Questions and Answers (Graded A+)

Importance of Production - ANSWER-1. Satisfy customer refill requests 2.Respond to customer questions 3.Perform basic mainenance tasks 4.Provide "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